Member Solution Center (Contact Center) Consultant

Hawaiiusa Federal Credit Union • Pearl City, HI

439d • $58,240 - $64,126

About The Position

The Member Solutions Center Consultant is responsible for providing exceptional customer service through handling inbound and outbound calls, assisting members with savings and loan services, and embodying the core values of service, integrity, unity, and achievement. This role involves maintaining service goals, conducting new account functions, managing consumer loan requests, and providing financial wellness education to members.

Requirements

• High School Diploma or GED required.
• 1-2 years prior work experience in a customer service or sales-oriented role.
• Enhanced keyboarding and data entry skills including knowledge of Outlook, Word, and Excel.
• Ability to learn complex procedures and navigate multiple computer systems simultaneously.
• Excellent communication skills, both verbal and written, to effectively interact with members and team members.
• Strong problem-solving abilities to address member inquiries and resolve issues efficiently.
• Active listening skills to understand member needs and provide solutions.
• Empathy and patience to handle challenging interactions with a positive attitude.
• Ability to work well under pressure and meet individual sales goals in a fast-paced environment.
• Able to handle all confidential matters professionally; always maintaining the privacy of our members' account information.
• Time management skills to handle multiple tasks and calls effectively.

Nice To Haves

• Experience in a financial institution or credit union setting.
• Knowledge of consumer loan processes and regulations.

Responsibilities

• Promptly answers incoming calls addressing inquiries, providing product information, or directing to appropriate personnel.
• Maintains occupancy times to meet service goals.
• Makes outbound calls to strategically build business.
• Adheres to all Credit Union security policies and procedures.
• Conducts all New Account functions.
• Handles all aspects of consumer loan requests including application process, interview, research, evaluation, analysis, underwriting, preparation of loan documents, finalizing and disbursement, and collections.
• Ensures loan files are accurate and complete.
• Recognizes cues for sales opportunities and systematically uncovers unexpressed member needs.
• Effectively utilizes CML skills to build and create member loyalty.
• Provides members with financial wellness education.
• Assists with retrieving and completing daily, weekly, monthly, quarterly reports.
• Effectively deals with member concerns which may include researching and determining possible resolutions.
• Handles member discrepancies, complaints, and concerns in a professional manner.
• Performs other duties as assigned.

Benefits

• 401(k) matching
• AD&D insurance
• Credit union membership
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Paid Time Off
• 11 Paid Holidays
• Health insurance
• Vision insurance
• Prescription drug insurance
• Tuition reimbursement
• Life insurance
• Flexible spending account
• Health savings account
• Opportunities for advancement
• Paid training
• Professional development assistance
• Volunteer time off
• Paid orientation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED