VyStar Credit Union · 16 hours ago
Contact Center Member Service Specialist (Winter Park, FL)
Winter Park, FL
Full-time
Hybrid
Entry Level
1+ years expVyStar Credit Union is a financial institution offering a range of services to its members. They are seeking a Contact Center Member Service Specialist to provide quality member services, assist with transactions, and enhance member relationships while adhering to VyStar's standards of excellence.
AppsBankingFinanceMortgage
Responsibilities
The incumbent’s primary duty is to provide quality member services to our members by performing transactions that are requested by members or answering their questions, which may be related to Internet Banking, Magic Touch, their account history or member service, loan, VyStar Investment Services products and/or VyStar Real Estate Services
Member Service transactions include but are not limited to fund transfer, wire transfer, Internet Banking PIN reset, stop payments, opening checking accounts, money market accounts, Certificate of Deposit accounts or other savings accounts, etc
The incumbent is expected to acquire extensive product knowledge of deposit products along with operational function of those products
The incumbent is required to effectively offer loan related products such as GAP, IWS, Credit Life & Disability Insurance in addition to VyStar Investment Services, VyStar Real Estate Services, other Savings Accounts, Checking Accounts, Money Market Accounts, IRA accounts, CDs, etc. based on our members’ needs
The incumbent is also required to offer loan products, such as auto loans, credit cards, large luxury items and mortgage products, which may be referred to the more experienced Call Center Member Relationship Specialist team
The incumbent is expected to attain a firm knowledge of VyStar’s products and services in addition to policies and procedures to effectively offer products based on our members’ needs
The incumbent is expected to adhere to the Standards of Excellence and behaviors associated with VyStar Excellence
Thus, the incumbent must exhibit courteous and professional telephone etiquette in all member contacts while conducting effective fact finding to understand the member’s needs and issues and making independent and appropriate decisions in resolving members’ problems as well as in offering appropriate products
The incumbent must maintain confidentiality and integrity of information related to all member accounts
The incumbent is also expected to attain proficiency in all available tools
The incumbent in this position is to attain knowledge of Regulation CC, Regulation D, Regulation B and Regulation Z, Bank Secrecy Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report (CTR), etc
If the incumbent is trained for originating loans, the incumbent is expected to offer loans whenever appropriate based on members’ needs and properly document credit applications and to process them in a timely manner
The incumbent must provide the same professional and quality service to employees in other departments, other businesses and financial institutions based on the VyStar Excellence concept when working to resolve member problems
The incumbent is accountable for departmental standards for productivity, quality of service, and schedule adherence, unscheduled leave occurrences, and late log-ins
The incumbent must be familiarized with call recording technology in order to review calls rated by Quality Assurance representatives
Also, the incumbent is to learn how to review work schedules and to request vacation/sick leave request online through the Workforce Management system as well as to be familiar with the e-Time system
Performs all other duties as assigned
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work
To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates
Qualification
Required
The minimum formal education required is a high school diploma or its equivalent
The candidate for this position must have a personality that enjoys talking to members on the phone
Must possess excellent listening and comprehension skills with proper telephone etiquette
Must have excellent verbal, written communication and telephone skills
Must have accurate data entry skills and be proficient in PC skills including Microsoft Word, Outlook, Internet access, etc
Must be able to communicate necessary information clearly
Must be professional in appearance and attitude
The candidate for this position may be tested for their effectiveness for providing excellent member service through the telephone, chat room and email during the hiring process
Preferred
A minimum of one year experience in a position of direct member/customer contact in financial institutions, especially in a call center environment
Having sales experience in the financial environment
Having prior exposure to the lending process
Familiarity with analyzing credit reports
Exposure to interest computation methods
Benefits
401(k) Plan
Extensive paid technical and on-the-job training program
Tuition reimbursement
Company
VyStar Credit Union
VyStar Credit Union offers low loan rates and low- or no-fee financial services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$200M2022-04-06Debt Financing· $200M
Leadership Team
Casey Callinsky
SVP, Strategic Initiatives
Recent News
2025-12-15
2025-12-10
Company data provided by crunchbase