Mission Fed Credit Union · 15 hours ago
Sr. Telephone Consultant (Remote)
United States
Full-time
Remote
Senior Level
5+ years expMission Fed Credit Union is seeking a Fully Remote Senior Telephone Consultant to deliver high-quality telephone service to members in a fast-paced contact center environment. The role involves resolving member inquiries, processing transactions, and building relationships through expert-level service and problem-solving skills.
BankingVenture Capital
Responsibilities
Provides outstanding telephone service and effectively resolves member inquiries by handling a high volume of incoming telephone calls and processing transactions within established service guidelines. Acts as a trusted member advocate by taking ownership of the call, applying strong problem-solving skills, and following through to ensure the member’s needs are met during the phone call
Accurately processes routine and complex member account transactions over the phone, including, but not limited to, deposits, withdrawals, loan payments, account transfers, official checks, and opening of certificates of deposit, by following established department policy and procedures
Within six months, efficiently handles calls and demonstrates proficiency in all six queues, such as Account Information, Loan Inquiry, Card Information, Technical Assistance, General Assistance, Consumer Loans, New Accounts, and as back-up support for Staff Assistance. Demonstrates expertise in credit card inquiries, digital banking, and bill payment, and provides support for mobile app troubleshooting and user questions
Creates a positive service experience for our members and Mission Fed Team Members by consistently exceeding their expectations in a courteous, knowledgeable, and professional manner
Evaluates each member’s call for potential cross-sell opportunities and deepens member relationships in order to meet their financial needs. Supports the organization’s service goals by utilizing available technology and training tools
Consistently achieves and sustains monthly metrics for member-experience, service performance, schedule adherence, and handle-time efficiency
Actively participates in the team sales programs, contests, department, and organizational meetings, and events as organized by Mission Fed
Ensures all security and authorization levels are followed to protect member and company assets
Maintains in-depth knowledge of and complies with all Mission Fed, departmental, and security policies and procedures, as well as federal regulations applicable to the position, including BSA requirements. Completes all required compliance training as assigned
Qualification
Required
An Associate's Degree or equivalent is required. Two years of equivalent experience can substitute for every one year of education
A minimum of five years of experience in a financial institution and three years of call center experience is required
Possess strong customer service, sales, verbal, and written communication skills, along with sound decision-making and troubleshooting abilities
Maintains a sense of urgency and dependability while working in a fast-paced environment
Demonstrates a high-level of professionalism, responsiveness, and attention to detail in every member interaction
Exhibit a positive influence in the workplace, contributing both as a member of the Contact Center team and as an individual focused on achieving performance measures and organizational monthly goals
Actively pursue continuous learning to strengthen skills and enhance role proficiency, ensuring excellent member experience
Microsoft Office Suite and Internet
Preferred
Symitar for Windows is preferred
Company
Mission Fed Credit Union
Mission Fed has served the financial needs of San Diegans for over 60 years through checking, savings, loans, credit cards and other financial offerings.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
D
Doug Wright
President and Chief Executive Officer
R
Robert Miller
Chief Operating Officer
Recent News
Times of San Diego
2024-04-26
San Diego Business Journal
2024-04-26
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