Customer Service - Call Center - Tampa, FL

GTE Financial•Tampa, FL

4d•Remote

About The Position

GTE Financial is seeking a customer-focused problem solver for its Member Care Team. The team takes ownership and accountability for creating an environment that supports innovation and delivers a remarkable member experience. Employees are encouraged to engage in their own growth and development, as well as that of their department, organization, and community. This position manages inbound calls and/or virtual teller sessions, responds to fundamental account and transaction questions, and identifies appropriate products and services based on members’ needs. It is remote in nature and based in Florida, but the employee must live within commuting distance of the downtown Tampa headquarters and within the GTE branch footprint. Management may change the remote designation with appropriate notice, if possible. Full-time hours are required, with additional hours as necessary to accomplish objectives, goals, and projects. The department operates Monday through Sunday from 7:00 a.m. to 8:00 p.m. Remote employees need a quiet workspace, power and high-speed internet of at least 100 MB, and video capability (1.5 Mbps upload and download is recommended). Candidates must meet technical requirements before training begins and be able to commute to the office as needed. Some positions require meeting performance standards to qualify for alternative work arrangements.

Requirements

High school diploma or equivalent from an accredited institution.
Minimum 1–3 years of experience or a combination of education and experience.
Previous customer service, banking, and/or call center experience.
Working knowledge of Word, Excel, and Explorer; 10-key skills.
Functional knowledge of the Bank Secrecy Act and other federal laws, including the U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
Must live within commuting distance of the downtown Tampa headquarters and within the GTE branch footprint.
Must meet remote technical requirements before the first day of training, including power and high-speed internet over 100 MB and video capability; 1.5 Mbps up and down is recommended.
Must be able to regularly commute to and from the office as needed.
Must have a quiet workplace for remote work.

Nice To Haves

Some college education preferred.
Bilingual English/Spanish preferred.

Responsibilities

Manage inbound calls and/or virtual teller sessions.
Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balances.
Refer quality loan opportunities based on member needs to support member engagement.
Gather information, analyze facts, and educate members about appropriate products and services to provide one-point resolution.
Support members and teammates by being timely, prepared, and positive.
Present information effectively in one-on-one and small-group settings to members and employees.
Learn and access products through virtual banking technology.
Follow and stay current on Member Care and credit union procedures and policies.
Learn additional tasks through training and/or the knowledgebase to advance to Member Experience Advocate II.
Work toward individual, team, and organizational goals.
Communicate consistently with the leadership team.
Participate in team, organizational, and community initiatives.
Complete required training in a timely manner and maintain knowledge of applicable compliance rules and regulations through assigned training.