Sr. Telephone Consultant (Remote)

Fully Remote Senior Telephone Consultant

DEPARTMENT: Contact Center

REPORTS TO: Contact Center Supervisor

SUMMARY: Delivers high-quality telephone service to members at the first point of contact in a fast-paced, high-performing multi-skill inbound Contact Center environment. Demonstrates expert-level product and service skills, accurately completing transactions and providing timely guidance to deliver an excellent member experience. Builds member relationships, fosters trust and loyalty through active listening, problem-solving, and helpful recommendations. Proficiently demonstrates schedule-adherence and compliance standards to ensure top queue service levels.

KEY 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.
  
  

QUALIFICATIONS:

Education: An Associate’s Degree or equivalent is required. Two years of equivalent experience can substitute for every one year of education.

Experience: A minimum of five years of experience in a financial institution and three years of call center experience is required.

COMPETENCIES:

Skills & Abilities: 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.

Software: Microsoft Office Suite and Internet. Symitar for Windows is preferred

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Constant sitting, repetitive use of the hand involving simple grasping and fine
  
  

manipulation.

• Occasional walking, standing, bending (neck & waist), twisting (neck & waist), repetitive use of the hand involving reaching (above & below shoulder level), and lifting and carrying 0-10 lbs.
  
  

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act (“CCPA”)/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law. INDMF