Telephone Member Service Representative
About The Position
The Telephone Member Service Representative handles telephone inquiries from members and non-members across multiple queues, including basic, advanced, and advertising queues. The role provides information and performs transactions related to credit union products and services, accounts, loans, and lines of credit while verifying member information to protect account security. The representative also processes or forwards external payment requests, assists members through live chat, cross-sells products and services, and meets productivity, sales, and quality goals. Jovia Financial Credit Union is a not-for-profit organization focused on serving its members. The role calls for strong communication and customer service skills, a professional telephone manner, and the ability to handle difficult interactions tactfully and empathetically while working with minimal supervision. The employee must achieve Level 1 lending authority within four months of hire.
Requirements
- College degree or at least two years of relevant experience in the financial industry or a customer service call center environment.
- Excellent verbal communication skills and a positive, upbeat, enthusiastic personality.
- Professional telephone demeanor.
- Ability to handle difficult members with tact, empathy, and professionalism.
- Ability to function with minimal supervision.
- Computer literacy and working knowledge of Windows, including Word, Excel, and Outlook, and the internet.
- Must achieve Level 1 lending authority within four months of hire.
Nice To Haves
- Previous sales experience, preferably in the financial services industry.
Responsibilities
- Handle member and non-member telephone calls in basic, advanced, and advertising queues.
- Respond to inquiries about credit union products and services, accounts, loans, and lines of credit.
- Perform transactions such as transfers, withdrawals, advances, payments, check orders, and password or PIN resets.
- Verify member-specific information to maintain account security.
- Process and/or forward external payment requests from members.
- Assist members through live chat.
- Cross-sell products and services.
- Meet and exceed productivity, sales, and quality goals.
- Achieve Level 1 lending authority within four months of hire.
Benefits
- Competitive compensation with paid training.
- Professional development, growth opportunities, and a supportive learning environment.
- Retirement benefits, including a 401(k) with a generous match and a defined pension plan.
- Medical, dental, and vision coverage.
- Tuition reimbursement and school loan repayment plans for full-time employees.
- Gym reimbursement and employee wellness time off.
- Flexible PTO options, including vacation payout and sick time incentive payouts.
- Discounts on employee loans.
- Supplemental benefits, including pet insurance, a legal plan, and AFLAC plans.
- Engaged managers who provide coaching and value employee input.
- Friendly work culture with social activities.
- Employee activity groups.
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
