Contact Center Advisor / PTP

Visions Federal Credit Union • Reading, PA

298d • $23 - $30

About The Position

We're in the business of people helping people and you can help us change lives just by working here. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be. Work with us - and be part of something bigger than banking.

Requirements

• An associate degree with 1-3 years of experience. 3-5 years of relevant experience will be considered in lieu of a degree.
• Extensive knowledge of Credit union products, services, systems, and procedures preferred.
• Must be able to obtain and maintain NMLS licensing to comply with the Secure & Fair Enforcement Licensing Act.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.

Nice To Haves

• Bachelor's degree preferred.
• Minimum of one year contact/call center experience.
• Minimum of four years customer service, retail, banking, or financial services industry experience.

Responsibilities

• Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information.
• Comply with all regulatory compliance acts including Fair Credit Reporting Act, Equal Credit Opportunity Act, and Truth-In-Lending/RESPA, including mortgage disclosures.
• Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI).
• Maintain quality of work by reviewing account, loan, and mortgage documents for accuracy and completeness, timeliness of completion for all account, loan, and mortgage products.
• Efficiently complete all member and staff requests within Contact Center delivery.
• Open, close, and maintain applicable maintenance on all depository and loan accounts.
• Adhere to established Contact Center performance indicators including, but not limited to, schedule adherence, inbound wait times, and quality monitoring evaluations.
• Promptly and professionally service in-bound member phone interactions, following established Contact Center interaction standards.
• Demonstrates a willingness and initiative in the timely and complete resolution of member complaints, problems, questions, and errors.
• Provide elevated service to all members that meet or exceed established member service goals.
• Educate members on consumer loan products, interview member applicants, and review and submit consumer loan applications.
• Conduct effective needs-based cross-selling during member interactions.
• Meet all KPIs set by Sr. Leadership related to loan, credit card, and membership growth.
• Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
• Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development.
• Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization's values.

Benefits

• Pension Plan, 401k Plan, and 401k matching contributions
• Excellent health benefits
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• More than ten paid holidays per year
• Wellness program
• Tuition reimbursement
• Student loan repayment
• Employee recognition program
• Educational incentives

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree