Contact Center - Telephone Consultant

Mission Fed Credit Union • San Diego, CA

1d • Onsite

About The Position

This role is for a Telephone Consultant in the Contact Center team. The ideal candidate will have experience in consumer lending, enjoy connecting with members, and be adept at finding the right financial solutions to help them achieve their goals. The position involves being the first point of contact for members, handling everyday transactions, resolving issues, and building lasting relationships by understanding member needs and connecting them with suitable products and services. The role operates in a fast-paced, high-performing environment where member experience, quality, efficiency, and schedule adherence are important. It is an opportunity to make an impact within an established Network Services Team for a credit union in San Diego County.

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, taking ownership of calls.
• Answer member questions and process 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.
• Identify member needs and connect them with appropriate products and services.
• Build trust and lasting relationships with members.
• Participate in team meetings, sales programs, contests, and department initiatives.
• Maintain security and compliance standards.

Benefits

• 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
• 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