Contact Center - Telephone Consultant

Mission Fed • San Diego, CA

2d • $22 - $28 • Hybrid

About The Position

This role is for a Telephone Consultant in the Contact Center team. The primary focus is on providing excellent member service, handling transactions, and identifying opportunities to offer relevant products and services. The consultant will be the first point of contact for members, taking ownership of calls, answering questions, processing various transactions, and building lasting relationships. The role requires problem-solving skills, the ability to handle multiple call queues (Account Information, Loan Inquiry, Card Information, Technical Assistance, etc.), and a focus on member experience, quality, efficiency, and schedule adherence. The position is within an established Network Services Team for a credit union in San Diego County known for its community and member-centered focus.

Requirements

• A High School Diploma or GED is required.
• Telephone Consultant I: A minimum of 6 months of customer service experience.
• Telephone Consultant II: A minimum of 1 year of customer service experience.
• Telephone Consultant III: A minimum of 2 years of customer service experience.
• Strong customer service and communication skills with the ability to build relationships, solve problems, and create a great member experience.
• Comfortable working in a fast-paced, structured environment and can balance member needs with individual and team performance goals.

Nice To Haves

• Call center experience is preferred, especially experience within a financial institution or similar industry.

Responsibilities

• Serve as the first point of contact for members, providing a friendly and confident experience.
• Take ownership of each call, answering questions and processing transactions.
• Assist members with everyday transactions such as deposits, withdrawals, loan payments, transfers, official checks, and certificates.
• Become skilled in multiple call queues, including Account Information, Loan Inquiry, Card Information, and Technical Assistance.
• Listen to member needs and connect them with appropriate products and services.
• Build trust and lasting relationships with members.
• Thrive in a fast-paced, high-performing environment where member experience, quality, efficiency, and schedule adherence are important.
• Participate in team meetings, sales programs, contests, and department initiatives.
• Maintain security and compliance awareness.

Benefits

• A great work environment – won Top Workplaces 5 years including 2026!
• Great team
• 18 days of PTO in your first year
• 12 holidays a year
• 6% 401(k) match
• Full benefits package including medical, dental, vision, life insurance, etc.
• Personal concierge benefit through Overalls (100% employer paid)

What This Job Offers

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