Contact Center - Telephone Consultant
About The Position
The Telephone Consultant is an on-site Contact Center role in San Diego, California, supporting members of Mission Federal Credit Union. The consultant is a friendly, confident first point of contact who takes ownership of calls, answers questions, processes transactions, and helps members feel supported. The role handles everyday transactions such as deposits, withdrawals, loan payments, transfers, official checks, and certificates, and serves members across multiple call queues, including Account Information, Loan Inquiry, Card Information, and Technical Assistance. The consultant listens to understand members’ needs and connects them with appropriate products and services, building trust and lasting relationships while balancing lending, service, and sales goals. The position operates in a fast-paced, structured, high-performing environment where member experience, quality, efficiency, schedule adherence, security, and compliance are important. Team participation includes meetings, sales programs, contests, and department initiatives.
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, with the ability to build relationships, solve problems, and create a positive member experience.
- Comfort working in a fast-paced, structured environment and balancing member needs with individual and team performance goals.
Nice To Haves
- Call center experience, especially experience within a financial institution or similar industry.
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.
- Support 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.
- Build trust and lasting relationships with members while balancing lending, service, and sales goals.
- 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, paid 100% by the employer.
- Fully remote positions are supported, though this position is listed as on-site.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
