TELESERVICE REPRESENTATIVE

7 17 Credit Union•Warren, OH

2d•Onsite

About The Position

7 17 Credit Union is committed to delivering exceptional service and building strong financial relationships with our members. We’re looking for a motivated, service-driven Teleservice Representative to join our team and support members through remote delivery channels. As a Teleservice Representative, you’ll be the first point of contact for members and potential members who call into the credit union. 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. This is an in-office position located at our Warren, Oh corporate office.

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.