Telephone Service Rep I

Southland Credit Union • Downey, CA

7d • $24 - $30

About The Position

The Telephone Service Representative I is part of Southland Credit Union’s Contact Center and serves Members and potential Members through phone and, as business needs require, email, chat, text, video, and other digital channels. The role helps people navigate financial needs by answering account questions, explaining products and services, processing transactions, researching concerns, and connecting Members with the appropriate department or person when additional support is needed.

The representative asks discovery questions to understand Member needs and recommend relevant solutions, introduces appropriate products and services, identifies opportunities to deepen relationships, and helps retain memberships when a Member is considering closing an account. The position also handles electronic documents and correspondence, maintains Member files, and completes transactions accurately and securely.

The role works closely with Contact Center teammates and other departments to resolve questions, share feedback, and support Members. Employees build knowledge of Credit Union products, services, policies, and procedures through training and ongoing learning. Schedules are based on business needs and include Saturday shifts. Success involves providing timely, accurate, thoughtful support while following service standards, confidentiality requirements, security standards, and applicable regulations.

Requirements

• One to two years of similar or related experience.
• High school diploma, GED, or equivalent experience.
• Strong verbal and written communication skills, including the ability to explain information clearly and respond professionally.
• Ability to listen carefully, ask thoughtful questions, and understand needs before recommending a solution.
• Ability to navigate questions and concerns, research issues, and identify appropriate next steps.
• Comfort introducing products and services when they align with a Member's needs.
• Attention to detail and ability to process transactions and requests accurately.
• Ability to manage multiple inquiries while meeting established service expectations and timelines.
• Comfort using computers and electronic communications, and working with Microsoft Word, Excel, and PowerPoint.
• Teamwork skills and judgment to involve a manager or another department when appropriate.
• Adaptability and willingness to learn new products, services, procedures, and ways of supporting Members.
• Ability to maintain confidentiality and follow established security standards and applicable regulations.
• Flexibility with scheduling; Contact Center schedules include Saturday shifts.

Nice To Haves

• Experience in a credit union or banking environment.

Responsibilities

• Connect with Members through the Contact Center phone channel and provide accurate, professional, and personal service.
• Answer account questions, explain products and services, process transactions, and research issues or concerns.
• Ask questions to understand Member needs, identify appropriate solutions, and refer Members to the right department or person when additional support is needed.
• Use discovery questions to recommend relevant products and services, identify opportunities to deepen Member relationships, and help retain memberships.
• Support Members through email, chat, text, video, and other digital channels as business needs require.
• Process electronic documents, handle correspondence, maintain Member files, and complete transactions accurately and securely.
• Work with teammates and other departments to resolve questions, share relevant feedback, and ensure Members receive support.
• Build knowledge of Credit Union products, services, policies, and procedures through training and ongoing learning.
• Maintain confidentiality and follow established security standards and applicable regulations.

What This Job Offers

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