Contact Center Concierge Advisor

Position Title: Concierge Advisor

Job Type: Full-Time        Classification: Non-Exempt

Salary: $17.00-19.00 per hour *Monday through Friday, $2 differential pay is applicable when working 5 PM to 6 PM, as well as on Saturday

Our growing credit union is searching for detail-oriented team members to provide exceptional service to our members. This includes providing prompt, efficient and courteous service while providing services to consumer, loan and business membership within a contact center environment.

What you’ll be doing…

• Serve and satisfy member inquires in an efficient manner via telephone, electronic communication and/or mail.
• Solicits loan applications and informs members of current rates and recommends lending services and associated products offered by the credit union. Assists members with calculation of loan payments in varying scenarios.
• Efficiently process requests for loan and business products by answering questions and preparing and submitting accurate applications.
• Open both consumer membership and business accounts in preparation of establishing new deposit and lending relationships following current procedures in place. Complete new account follow-up within the allotted time-frame.
• Confirm all supporting organizational documentation required to open or update a business membership is received and correct.
• Contact member, branch of account, lender or business development officer regarding new business account decision, documentation needed and communicate process to complete request.
• Onboarding business accounts in Admin Platform and all third-party services as well as linking business accounts and personal accounts.
• Process and deliver all necessary business account and required member disclosure documentation by the designated date and time to branch of account, lender, business development officer or via DocuSign directly to the member.
• Resetting business host-pins, passwords, linking and converting accounts to the business baking platform.
• Provide support to the Contact Center in assisting with high call volume. Process daily miscellaneous member requests received via phone, fax or mail, including but not limited to check copies, statements, change of address, verification of deposits and foreign restriction limits.
• Answer incoming calls from existing consumer members, business members and potential new members, identify needs, process wire requests, process ACH requests, analyze products/services, and present recommendations.
• Adhere to internal performance, procedure and productivity standards, meet quotas, and maintain logs and surveys.
• Maintain professional and technical knowledge by attending educational workshops and reviewing professional publications.
• Adhere to credit union policy in accordance with security and operational control requirements.
• Keep management informed of member concerns and refer more challenging inquiries for resolution.
• All other duties as assigned.

Requirements and Qualifications:

• Minimal high school diploma or GED equivalent.
• One year related experience in a customer/member service environment and one year lending experience preferred.
• Must meet the eligibility requirements for NMLS (credit & background check). 
• Strong knowledge of PFCU products, services, systems and procedures. 
• Excellent computer skills, proficient with core system and MS Office Products, including but not limited to: Outlook, Word, Excel and Access.
• Working knowledge of regulatory requirements, including but not limited to Reg. CC, D, E, and Z.
• Ability to multi-task and work in a fast-paced environment under timeline pressure.
• Must be attentive and detail-oriented.
• Demonstrated sales ability and member relationship development.
• Customer service oriented personality with strong commitment to excellence.
• Excellent listening, clear verbal, and professional written communication skills.
• Must be flexible and available to work Contact Center/Business Services hours of operation.
• Monday – Friday 8 a.m. to 6 p.m. & Saturday 8:00 a.m to 2 p.m
• Hours and schedules are subject to change at any time at the discretion of management based on the needs of the Credit Union.

Why Work For Us…

• Retirement Plan: We offer a Pension and 401K plan to help secure our employees’ future.
• Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
• Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
• Employee Amenities: All of our employees are eligible for PTO.
• Community Benefits: It’s not just a job – it’s a community. That’s why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
• An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Equal Employment Opportunity (EEO)

The Philadelphia Federal Credit Union (“PFCU”) provides Equal Employment Opportunity to qualified persons regardless of race, ethnicity, color, sex, religion, national origin, ancestry, age, sexual orientation, gender identity, disability, veteran status, marital status, familial status, genetic information, domestic or sexual violence victim status or any other status protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law. PFCU commits to making reasonable accommodations to applicants with physical or mental disabilities.