TELESERVICE REPRESENTATIVE

7 17 Credit Union•Warren, OH

25d

About The Position

As a Teleservice Representative, you’ll be the first point of contact for members and potential members who reach us through phone and other remote channels. You will provide accurate, efficient, and friendly service while identifying opportunities to educate and refer members to products and services that support their financial goals. This role requires strong communication skills, professionalism, and the ability to thrive in a fast-paced, member-focused environment.

Requirements

High school diploma or equivalent required.
Direct sales or cross-sell/product referral experience within the last 3 years.
Strong customer service mindset with patience, enthusiasm, initiative, creativity, and attention to detail.
Excellent verbal communication; ability to handle difficult conversations professionally.
Problem-solving, decision-making, organization, and time-management skills.
Ability to work effectively with members and team members in a professional manner.
Comfort with sales-focused responsibilities and identifying member needs.
Proficiency using Windows-based systems.
Knowledge of Credit Union services or willingness to learn quickly.
Must be bondable.

Responsibilities

Deliver superior member service on every call by fulfilling the member’s primary need and identifying opportunities for additional support or product referrals.
Accurately perform member transactions, including: Monetary transfers
Loan payoff inquiries
Fraud claim intake for lost/stolen cards, ACH disputes, and more
Account updates, IRA/CD requests, online banking support, and stop payments
Payroll setup and ACH/loan payment processing
Maintain high accuracy standards in all transactions and duties.
Meet productivity expectations in member service, referrals, and sales goals.
Ensure proper caller identification by following prescribed security procedures.
Exercise good judgment in waiving fees within guidelines to support positive member experiences.
Use designated tools to document call types, submit helpdesk tickets, and relay member feedback.
Provide routine information about Credit Union services, membership eligibility, account types, locations, hours, and supported vendors.
Maintain strict confidentiality of member information and Credit Union business.