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Chartway Credit Union · 1 day ago

Financial Solutions Representative I (Call Center)

Virginia Beach, VA

Full-time

Hybrid

Entry Level

1+ years exp

Chartway Credit Union is dedicated to fostering a diverse and inclusive workplace. The Financial Solutions Representative I is responsible for providing exceptional service experiences in a call center environment, assisting and educating members on managing their credit union relationships and account transactions.

BankingFinanceFinancial ServicesOnline Portals

Responsibilities

Taking inbound calls from members and non-members for general servicing inquiries for checking, savings, credit cards, certificates of deposit, business accounts and loan products (auto, equity, line of credits and personal loans)

Option to work hybrid based on skillset and time in position

Exercise problem solving skills and promote the benefits of membership

Update member and account information as needed

Maintain Member Solutions Center service levels by handling a high volume of calls in a fast-paced environment

Communicate using extraordinary soft skills during complex conversations to deliver an outstanding member experience

Handle complex conversations and situations professionally to create an outstanding member experience on every call

Consistently and effectively cross-selling credit union products and services to achieve assigned referral goals

Ability to respond to member inquiries regarding current products and services, as well as current promotions

Utilize “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance

Comply with all member verification processes to mitigate risk and protect the member and the credit union for fraud or loss

Comply with all record keeping requirements of the Bank Secrecy Act for wire funds transfers of $3,000 or more

Qualification

Credit Union knowledgeCustomer serviceProblem solvingOrganizational skillsVerbal communicationWritten communicationProfessionalismSelf-motivatedFast-paced environment

Required

High school education or equivalent GED

One year retail or customer service, preferably in a call center environment

Possess superior organizational skills that enable accurate and efficient service experiences

Possess superior verbal and written communication skills

Possess the Credit Union knowledge required to educate members on the features and benefits of credit union products and promotions

Possess deep knowledge of all credit union products to assist in problem solving and generate referrals to support the CU's multiproduct strategy

Ability to provide information to current and prospective members concerning eligibility for membership, products and services (loans and deposits)

Ability to act as a problem solver, information provider and liaison between members and various internal departments

Ability to complete accurate and timely currency transaction reports as required by the Bank Secrecy Act

Ability to work in a fast paced, ever-changing environment

Demonstrate strong work ethic that supports organizational values and demands the highest standard of conduct from self and others

Self-motivated to meet performance goals

Ability to comply with all state and federal regulations

Ability to respond, establish and maintain control when handling challenging interactions while simultaneously representing Chartway with the highest degree of professionalism

Preferred

Option to work hybrid based on skillset and time in position

Benefits

Competitive salary

Comprehensive benefits package

Company

Chartway Credit Union

Guided by our Purpose and Values, we're honored to serve more than 230,000 members through our branch network and a full line of traditional and digital financial products and services, including Online, Mobile, Video, and Telephone Banking.

Founded in 1959

Virginia Beach, Virginia, USA

501-1000 employees