Contact Center - Telephone Consultant
About The Position
The Telephone Consultant is an on-site Contact Center role in San Diego, California, serving as a first point of contact for credit union members. The position provides member service and consumer-lending support, handles inquiries and transactions, and connects members with relevant financial products and services. The consultant works in a fast-paced, structured, high-performing environment where member experience, quality, efficiency, schedule adherence, security, and compliance are important. The posting lists three levels with hourly compensation plus incentives: Telephone Consultant I, $22.00–$24.00; Telephone Consultant II, $23.00–$26.00; and Telephone Consultant III, $26.00–$28.00. Actual compensation within the ranges depends on experience, qualifications, skills, and internal equity.
Requirements
- High school diploma or GED.
- Telephone Consultant I: at least 6 months of customer service experience.
- Telephone Consultant II: at least 1 year of customer service experience.
- Telephone Consultant III: at least 2 years of customer service experience.
- Strong customer service and communication skills, including the ability to build relationships, solve problems, and create a positive member experience.
- Ability to work in a fast-paced, structured environment and balance member needs with individual and team performance goals.
Nice To Haves
- Call center experience, especially in a financial institution or similar industry.
- Experience with consumer lending.
Responsibilities
- Serve as a friendly, confident first point of contact for members and take ownership of calls.
- Answer member questions and process transactions, including deposits, withdrawals, loan payments, transfers, official checks, and certificates.
- Provide assistance across multiple call queues, including Account Information, Loan Inquiry, Card Information, and Technical Assistance.
- Listen to members’ needs and connect them with relevant products and services.
- Meet expectations for member experience, quality, efficiency, and schedule adherence.
- Participate in team meetings, sales programs, contests, and department initiatives.
- Keep security and compliance top of mind.
Benefits
- 18 days of PTO in the first year.
- 12 holidays per year.
- 6% 401(k) match.
- Full benefits package, including medical, dental, vision, and life insurance.
- Personal concierge benefit through Overalls, fully paid by the employer.
- On-site work environment in San Diego, California.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
