Call Center Customer Service Representative - Banking (Cleveland or Strongsville, OH locations)

Third Federal Career•Strongsville, OH

2d•Onsite

About The Position

Third Federal is a leading lender of conventional home mortgages lending in 27 states, plus the District of Columbia, with retail branch offices in Ohio and Florida. Our mission is to help people achieve the dream of home ownership and financial security while creating value for our customers, our communities, our associates, and our stockholders. Our value system of love (concern for others), trust, respect, a commitment to excellence, and fun is at the heart of our commitment to our mission, and just as importantly, to our company culture. Through this, we help people find the loan or savings product that makes sense for them. At Third Federal, you will find strength and stability in your career. In our nearly 90-year history, we have never had layoffs, and have one of the lowest annual turnover rates at 6% (versus an industry average of nearly 19%). We have been certified as a ‘Great Place to Work’ multiple times in the last decade alone, and have been recognized with several additional workplace awards and recognitions. Because Third Federal associates are the foundation of our success, we take a genuine interest in each of them – from their professional development to their health and wellness. Role Summary We are looking for experienced call center representatives to join our Customer Care Service team. We are committed to delivering exceptional customer experiences with every interaction. Our call center is not driven by high-pressure sales goals or quotas. Instead, we focus on creating meaningful connections and handling each customer like a valued member of our family. We take time to listen, understand, and provide the right solutions without pushing products. Our ideal candidate will thrive in a fast-paced, collaborative environment and embody our values of love, trust, respect, commitment to excellence, and fun. We provide a comprehensive training program to set you up for success from the very beginning. If you are looking for a place where genuine care matters, you will feel right at home here. This role is fully onsite and located at either of our locations: Strongsville Customer Care Center (18094 Royalton Road, Strongsville, Ohio 44136) Corporate Campus (7007 Broadway Avenue, Cleveland, OH 44105) Hours of Operation are Monday – Thursday (8:30a – 5:00p), Friday (8:30a – 5:00p/6:00p) and Saturday (8:30a – 1:30p). You can expect to work on a Saturday once or twice a month. When you work a Saturday, you will have a scheduled day off during the week and work until 6:00pm the Friday of that week.

Requirements

High school diploma or equivalent
Minimum of 1 year recent experience in a call center environment
Exemplary customer service skills
Ability to understand and explain financial information over the phone and via email
Ability to listen to our customers to understand their needs
Proven written and verbal communication skills
Strong interpersonal skills/team-oriented
Ability to work in multiple systems, including Word and Excel

Nice To Haves

Banking experience preferred (online banking deposit, equity lines of credit, mortgage loans, etc.)
Bilingual language skills are a plus

Responsibilities

Answer inbound calls and assist customers with inquiries including checking, savings, certificates of deposit (regular and IRA), debit cards, online banking issues, as well as assisting with equity and mortgage servicing questions.
Process deposit account openings with accuracy and care.
Troubleshoot and resolve customer concerns while maintaining a warm, professional, and empathetic tone.