About Pelican State Credit Union – A Legacy of Community‑Focused Banking
Founded in 1956, Pelican State Credit Union has grown from a modest, member‑owned financial cooperative into Louisiana’s largest state‑chartered credit union, serving more than 68,000 members across the Gulf Coast and beyond. Our story is built on a foundation of trust, mutual aid, and a steadfast commitment to the golden rule: “love thy neighbor.” Today, we blend traditional values with cutting‑edge digital banking solutions, creating a seamless, secure, and personalized financial experience for every member. As we continue to expand our product suite and digital footprint, we are looking for passionate, customer‑centric professionals who thrive in a collaborative, remote‑first environment to join our growing team.
Why This Role Is a Game‑Changer for Your Career
In an era where customers expect instant, accurate, and friendly assistance across multiple digital platforms, the Remote Contact Center Chat Representative sits at the heart of Pelican State Credit Union’s member experience. This isn’t just another “chat support” job; it’s a high‑visibility, multi‑skill position that blends customer advocacy, financial expertise, and sales acumen. You will be the first point of contact for members seeking guidance on everything from debit‑card issues to loan inquiries, and you’ll have the opportunity to cross‑sell, educate, and guide members toward products that truly enhance their financial wellbeing. Success in this role opens doors to advanced career tracks in compliance, risk management, digital banking product development, and leadership within our ever‑evolving contact‑center ecosystem.
Key Responsibilities – What You’ll Do Every Day
- Digital Member Assistance: Respond promptly to member inquiries via live chat, secure messaging, email, and text, providing clear, accurate, and courteous solutions.
- Problem Solving & Transaction Support: Diagnose and resolve issues related to debit cards, disputed transactions, NSF fees, account deposits, external transfers, and loan inquiries, using Pelican’s comprehensive knowledge base.
- Product Advocacy & Cross‑Selling: Identify member needs during conversations and recommend appropriate Pelican products, including online banking, mobile deposit, bill pay, personal loans, and high‑yield savings accounts.
- Account Opening & Closing: Guide members through the end‑to‑end process of opening and closing deposit accounts, ensuring compliance with regulatory standards and internal policies.
- Application Assistance: Assist members in completing online membership applications, verifying documentation, and ensuring timely submission.
- Subject Matter Expertise: Maintain an up‑to‑date, deep understanding of Pelican’s full suite of digital tools – from mobile banking to account‑opening workflows – and serve as a go‑to resource for teammates.
- Data Accuracy & Documentation: Record each interaction in the CRM system with meticulous detail, adhering to privacy regulations and audit requirements.
- Team Collaboration: Participate in daily huddles, share best practices, and contribute to continuous‑improvement initiatives aimed at elevating the overall member experience.
- Feedback Loop: Capture member feedback, flag recurring issues, and work with product and technology teams to propose enhancements.
Essential Qualifications – What You Must Bring
- A high school diploma or equivalent; additional post‑secondary education in business, finance, or communications is a plus.
- Minimum of one year of experience in a customer‑service environment, preferably within a financial services or contact‑center setting.
- Exceptional written communication skills—including flawless grammar, spelling, and professional tone—essential for chat and email interactions.
- Strong verbal communication abilities for occasional phone or video engagements.
- Demonstrated problem‑solving aptitude and the ability to think quickly under pressure.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and comfort navigating multiple web‑based platforms simultaneously.
- Eligibility and willingness to meet Pelican’s Telecommuting Program requirements (dedicated workspace, secure high‑speed internet, no caregiving responsibilities during shift hours).
Preferred Qualifications – What Will Set You Apart
- Experience using CRM or ticketing systems such as Salesforce, Zendesk, or similar platforms.
- Prior exposure to banking products—online checking, savings, loans, and credit cards.
- Sales experience or a proven track record of meeting/exceeding cross‑sell targets.
- Certificates or coursework in Financial Services, Consumer Protection, or related fields.
- Multilingual abilities, especially Spanish or French, to serve a diverse member base.
- Familiarity with remote‑work collaboration tools (Slack, Microsoft Teams, Zoom).
Core Skills & Competencies for Success
- Customer‑Centric Mindset: An innate drive to put members first, ensuring each interaction leaves a positive, lasting impression.
- Attention to Detail: Accurate data entry, thorough documentation, and precise adherence to compliance guidelines.
- Adaptability: Ability to pivot between multiple communication channels and adjust to evolving product features or regulatory changes.
- Empathy & Patience: Skillful listening and genuine concern for member concerns, especially when handling sensitive financial issues.
- Time Management: Efficient multitasking while meeting service‑level agreements (SLAs) and response‑time targets.
- Technical Proficiency: Comfortable troubleshooting basic technical issues members may encounter on digital platforms.
- Team Collaboration: Willingness to share knowledge, mentor newer agents, and contribute to a supportive, inclusive team culture.
Work Schedule, Remote Set‑Up, and Training
Our standard schedule runs Monday‑through‑Friday, 8:00 AM – 5:00 PM Central Time, providing a predictable routine that aligns with typical business hours. The role is fully remote after the initial 60‑day on‑site training period at our corporate campus located at 2675 O’Neal Lane, Baton Rouge, LA. To succeed from home, you’ll need:
- A quiet, dedicated workspace free from distractions.
- A high‑speed, wired internet connection with minimum 25 Mbps download/upload speeds.
- A reliable computer (Windows or Mac) that meets Pelican’s security standards.
- Web‑cam and headset for occasional video or voice interactions.
- Compliance with all data‑security protocols, including VPN access and multifactor authentication.
Compensation, Benefits, and Perks – Investing in Your Future
Pelican State Credit Union values the contributions of every team member, and we reflect that commitment through a competitive hourly wage ranging from $17.00 to $20.80, based on experience and performance. In addition to base pay, you’ll enjoy a full suite of benefits designed to support your health, wealth, and personal development:
- Health Coverage: Medical, dental, and vision insurance with generous employer premium contributions.
- Health Savings Account (HSA): Employer contributions for eligible employees, helping you save tax‑free for medical expenses.
- Life Insurance: Employer‑paid group life coverage plus optional voluntary dependent life insurance.
- Retirement Savings: 401(k) plan with a dollar‑for‑dollar match up to 5% and a discretionary profit‑share contribution of an additional 5%.
- Paid Time Off: Vacation, sick leave, 15 paid holidays (including a cultural floating holiday), and paid volunteer days for community service.
- Education & Development: Tuition reimbursement program and access to internal learning pathways, webinars, and certifications.
- Wellness & Work‑Life Balance: Flexible remote‑work arrangements, ergonomic home‑office stipend, and employee assistance programs.
Culture & Values – The Pelican Difference
Our culture is rooted in faith, integrity, and the belief that a diverse, inclusive workforce drives innovation. At Pelican, we foster an environment where every voice matters. Our core values include:
- Member‑First Service: Delivering solutions that improve members’ financial lives.
- Collaboration: Working together across departments, locations, and digital platforms.
- Innovation: Embracing technology to simplify banking and stay ahead of industry trends.
- Respect & Inclusion: Celebrating diverse backgrounds and perspectives, ensuring all employees feel safe and valued.
- Community Commitment: Giving back through volunteer initiatives, charitable giving, and financial education programs.
We regularly recognize outstanding performance through employee awards, peer‑recognition programs, and career‑advancement pathways that reward dedication and growth.
Career Advancement – Your Path Forward
Starting as a Remote Contact Center Chat Representative can lead to myriad opportunities within Pelican State Credit Union. Potential career ladders include:
- Senior Chat Specialist / Team Lead – overseeing a team of chat agents and driving performance metrics.
- Subject Matter Expert – specializing in high‑risk product lines such as loans or investment services.
- Quality Assurance Analyst – ensuring compliance, accuracy, and excellence in member interactions.
- Training & Development Coordinator – designing onboarding programs and continuous‑learning initiatives for new hires.
- Operations Manager – supervising multi‑channel contact‑center functions and strategic planning.
- Product Management – collaborating with technology and marketing teams to shape future digital banking solutions.
We invest in your development through mentorship, tuition assistance, and internal mobility programs, ensuring you have the tools and support to reach your professional goals.
Application Process – Take the Next Step
Ready to become part of a forward‑thinking credit union that values your talent, compassion, and ambition? The application process is simple:
- Click “Apply Now” below to submit your résumé, cover letter, and any relevant certifications.
- Our recruiting team will review your submission and reach out within 48 hours to schedule a brief introductory call.
- Successful candidates will be invited to a virtual interview day, followed by a competency assessment focused on written communication and problem‑solving.
- Upon selection, you’ll receive a detailed offer package and a roadmap for your first 60 days of training.
If you’re excited about delivering exceptional digital experiences, building lasting member relationships, and growing your career in a supportive, values‑driven organization, we want to hear from you. Join Pelican State Credit Union – where your passion meets purpose.
Apply Now
Click the link below to start your journey with Pelican State Credit Union today!
Apply Now
Apply Now