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Financial Partners Credit Union Member Contact Center Representative in Downey, California

Position : Member Contact Center Representative

Requisition ID: : 1547

We are looking to add to our team in the Contact Center and currently looking for a representative to assist our Members over the phone with all their banking needs. You will promote a positive, professional image of Financial Partners Credit Union via all contact channels (phone, e-mail, chat, etc.). Provide excellent service to all members of the credit union by identifying product and service solutions to meet their financial needs. Assist members with information about their accounts, FPCU products and services, and by resolving issues/problems via all contact channels.

ESSENTIAL RESPONSIBILITIES:

  • Handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.

  • Communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.)

  • Assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues.

  • Help the team meet the overall service goal by moving routine calls (balance inquirey, etc.) to self-service channels such as E Quest and E Banking and adhering to break and lunch schedule.

  • Quote rates for all products

  • Process check orders, wire requests, loan payments, stop payments, VODs, etc.

  • Provide solutions to member financial needs by: identifying member needs, presenting appropriate solution using benefit statements and asking for the business.

  • Educate members on pre-approval status and process.

  • Take secured and unsecured loan applications

  • Effectively, accurately and articulately handle member communication via all contact channels

EDUCATION/EXPERIENCE:

  • One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

  • Associate‚Äôs degree preferred.

  • Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook.

  • Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred.

  • Proven ability to assist in team motivation.

  • Strong customer service skills, strong ability to cross sell financial products.

  • Ability to train new agents on all aspects of the position.

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

$17.12 - $25.68

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