First Commonwealth Federal Credit Union · 1 day ago
Inbound Customer Service Call Center - Hybrid
Allentown, PA
Full-time
Hybrid
Entry Level
1+ years expFirst Commonwealth Federal Credit Union is a financial partner dedicated to helping members achieve financial happiness. The Member Experience Associate will provide exceptional service to members by assisting with their financial objectives primarily through telephone and email interactions, while also promoting credit union products and services.
BankingFinanceFinancial ServicesImpact InvestingLending
Responsibilities
Achieve or exceed all sales and service goals at the individual, branch and corporate level. Motivate and inspire others to achieve as well through positive attitude and actions
Assist and council members on the full array of credit union products and services to help them obtain their financial goals, cross-selling all products and services as appropriate
Foster and build member relationships and provide service as necessary to all members consistent with the established policies and procedures of the credit union
Establish, maintain, grow and display excellent member service and telephone skills, including active listening, cross-selling, problem solving, conflict resolution, effective communication (words, tone), product knowledge, personal accountability, and other skills identified by management
Foster, Develop, maintain and demonstrate selling skills
Accept and process all forms to set-up, change, or cancel payroll requests. Accept and process all application agreements, disclosures, notes and supporting forms to open, change, or close loans, savings, safe box and checking-related products as well as services. Assist, enroll, troubleshoot self-service options such as digital banking, Scout, bill pay, Zelle, eStatements
Communicate with members regarding their accounts such as overdraft charges, fees, transfer of funds, etc
Crosstrain in all other Contact Center functions including Outbound, Video and Digital and maintain proficiency and ability to operate in all roles as directed by Contact Center Manager
Qualification
Required
Empathetic and positive team player with an engaging personality
Passionate about delivering world class experiences to our membership
Ability to be empathetic to member's individual situations and help them create appropriate solutions
Accountable for effective servicing of our members and assisting them with their financial objectives, primarily via telephone and email
Consistently cross offering all credit union products and services when appropriate and in accordance with established credit union policies and procedures
Achieve or exceed all sales and service goals at the individual, branch and corporate level
Motivate and inspire others to achieve as well through positive attitude and actions
Assist and council members on the full array of credit union products and services to help them obtain their financial goals
Cross-selling all products and services as appropriate
Foster and build member relationships and provide service as necessary to all members consistent with the established policies and procedures of the credit union
Establish, maintain, grow and display excellent member service and telephone skills, including active listening, cross-selling, problem solving, conflict resolution, effective communication (words, tone), product knowledge, personal accountability, and other skills identified by management
Foster, develop, maintain and demonstrate selling skills
Accept and process all forms to set-up, change, or cancel payroll requests
Accept and process all application agreements, disclosures, notes and supporting forms to open, change, or close loans, savings, safe box and checking-related products as well as services
Assist, enroll, troubleshoot self-service options such as digital banking, Scout, bill pay, Zelle, eStatements
Communicate with members regarding their accounts such as overdraft charges, fees, transfer of funds, etc
Crosstrain in all other Contact Center functions including Outbound, Video and Digital and maintain proficiency and ability to operate in all roles as directed by Contact Center Manager
High level of oral and written communication skills
Strong problem solving ability
Experience/ability to effectively communicate via telephone and computer (email) is essential
Must be an analytical problem solver, able to perform math calculations, and follow/ provide clear directions
Must be proficient on use of IPhone, IPad, Android devices and possess knowledge of MS Office, Internet and Email
Must be customer focused with basic computer skills
High school diploma or equivalent along with 1-2 years' experience in customer service required
Preferred
Knowledge of financial services delivery, loan policies and procedures, fundamentals of lending, plus loan collection concepts and practices, certificates of deposit and individual retirement accounts strongly preferred
Experience in a financial service institution, sales experience, or bilingual in Spanish strongly preferred
Company
First Commonwealth Federal Credit Union
At First Commonwealth, we’re more than a credit union.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Donna LoStocco
President/CEO
Lisa Deutsch
VP, Director of Community and Employer Partner Development
Recent News
2025-08-09
Seattle TechFlash
2025-07-31
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