Member Support Agent, Phones

University of Illinois Community Credit Union • Champaign, IL

11d • $21 - $21

About The Position

The Phone Agent is a financial mentor who listens to members’ needs, looks out for their best interests, and offers solutions to improve their financial lives. The agent represents UICCU professionally and builds relationships with members. The role focuses on building member loyalty, providing solutions to internal and external members, maintaining product knowledge to assist with financial needs, and adhering to compliance and security requirements.

This is a full-time position with a weekday schedule and rotating Saturday hours. It may be located at a branch in Champaign, McLean, or Vermillion County, with the possibility of remote work based on performance.

Requirements

• Three to five years of similar or related experience.
• High school education or GED.
• Interpersonal skills for first-level conflict resolution, relationship-building, and soliciting cooperation.
• Ability to handle confidential discussions with discretion, diplomacy, and tact.

Responsibilities

• Consistently provide outstanding service focused on member service and loyalty.
• Serve members efficiently to ensure timely, quality service.
• Identify members’ needs and recommend appropriate Credit Union solutions to build loyalty and meet or exceed organizational goals.
• Assist members with account needs, answer questions about products and services, and resolve problems within the agent’s authority.
• Refer issues beyond the agent’s authority to appropriate team members, along with recommendations.
• Take ownership of internal and external member concerns, issues, and complaints, and ensure appropriate follow-up for resolution.
• Build and maintain product knowledge to assist members with financial needs.
• Focus on compliance and security.

Benefits

• Performance-based incentives.
• Comprehensive health, dental, and vision insurance options for full-time employees.
• 401(k) eligibility, including a company match program.
• Generous paid time off.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED