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Financial Partners Credit Union · 2 hours ago

Member Contact Center Representative I

Costa Mesa, CA

Full-time

Onsite

New Grad, Entry Level

$19.75/hr - $25/hr

0+ years exp

Financial Partners Credit Union is dedicated to providing excellent service to its members through various contact channels. The Member Contact Center Representative I will assist members with account inquiries, promote FPCU products, and resolve any issues while maintaining a positive image of the credit union.

BankingFinancial ServicesLendingNon Profit

Comp. & Benefits

Responsibilities

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

Proven ability to provide solutions to member financial needs by: identifying member needs, presenting appropriate solution using benefit statements and asking for the business

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

Enhance member relationship by using the member/caller's name during conversation and thanking the caller

Always use your name and identify yourself to the member

Effectively, accurately and articulately handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union

Accurately assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues

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

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

Validate member identity using credit union security procedures

Quote rate for all products

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

Attend training offered through Learning and Development for your position or approved by your Manager as required

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

Make referrals to CUSO for financial planning, investments, insurance and mortgage loan products

Take advantage of all opportunities to complete the "buying process" by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members

Educate members on pre-approval status and process

Consistently meet assigned sales goals by minimum of 75%

Take secured and unsecured loan applications

Ask for the business

Move routine calls to eQuest and other self-service channels

Process secured and unsecured loan applications

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

Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines

Provide eBanking and Bill Pay support utilizing Multi-care and Payment Manager

We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values

Perform other duties as assigned

Qualification

Customer ServiceCall Center ExperienceFinancial Product KnowledgeMS WordMS ExcelMS OutlookCross-SellingTraining SkillsTeam Leadership

Required

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

Strong customer service skills

Proven ability to provide solutions to member financial needs by identifying member needs, presenting appropriate solution using benefit statements and asking for the business

Ability to work as a team

Knowledge of MS Word, Excel, and Outlook

Able to use multiple programs simultaneously

Ability to train new agents on all aspects of the position

Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines