Call Center Customer Service Representative (Cleveland, OH)

Third Federal is a leading lender of conventional home mortgages lending in 27 states, plus the District of Columbia, with retail branch offices in Ohio and Florida. Our mission is to help people achieve the dream of home ownership and financial security while creating value for our customers, our communities, our associates, and our stockholders. Our value system of love (concern for others), trust, respect, a commitment to excellence, and fun is at the heart of our commitment to our mission, and just as importantly, to our company culture. Through this, we help people find the loan or savings product that makes sense for them.

At Third Federal, you will find strength and stability in your career. In our nearly 90-year history, we have never had layoffs, and have one of the lowest annual turnover rates at 6% (versus an industry average of nearly 19%). We have been certified as a ‘Great Place to Work’ multiple times in the last decade alone, and have been recognized with several additional workplace awards and recognitions. Because Third Federal associates are the foundation of our success, we take a genuine interest in each of them – from their professional development to their health and wellness.

Role Summary

We are looking for experienced call center representatives to join our Customer Care Service team. We are committed to delivering exceptional customer experiences with every interaction. Our call center is not driven by high-pressure sales goals or quotas. Instead, we focus on creating meaningful connections and handling each customer like a valued member of our family. We take time to listen, understand, and provide the right solutions without pushing products. Our ideal candidate will thrive in a fast-paced, collaborative environment and embody our values of love, trust, respect, commitment to excellence, and fun. We provide a comprehensive training program to set you up for success from the very beginning. If you are looking for a place where genuine care matters, you will feel right at home here.

This role is fully onsite and located at either of our locations:

• Strongsville Customer Care Center (18094 Royalton Road, Strongsville, Ohio 44136)
• Corporate Campus (7007 Broadway Avenue, Cleveland, OH 44105)

Hours of Operation are Monday – Thursday (8:30a – 5:00p), Friday (8:30a – 5:00p/6:00p) and Saturday (8:30a – 1:30p). You can expect to work on a Saturday once or twice a month. When you work on Saturday, you will have a scheduled day off during the week and work until 6:00pm on the Friday of that week.

Responsibilities

• Answer inbound calls and assist customers with inquiries including checking, savings, certificates of deposit (regular and IRA), debit cards, online banking issues, as well as assisting with equity and mortgage servicing questions.
• Process deposit account openings with accuracy and care.
• Troubleshoot and resolve customer concerns while maintaining a warm, professional, and empathetic tone.

Requirements

• High school diploma or equivalent
• Minimum of 1 year recent experience in a call center environment
• Exemplary customer service skills
• Ability to understand and explain financial information over the phone and via email
• Ability to listen to our customers to understand their needs
• Proven written and verbal communication skills
• Strong interpersonal skills/team-oriented
• Ability to work in multiple systems, including Word and Excel
• Banking experience preferred (online banking, deposit, equity lines of credit, mortgage loans, etc.)
• Bilingual language skills are a plus

Third Federal Perks & Benefits 

• Competitive compensation packages
• Medical, dental, vision, and more
• 401k match
• 11 Bank Holidays vacation/sick time
• Stock Ownership Allocation
• Exceptional culture and value system
• Strong work/life balance
• Growth opportunities
• Mortgage Discount Program
• Education Reimbursement Program

Our anticipated pay range for this position is $18.00 - $23.00 per hour. At Third Federal, we’re committed to transparency throughout the hiring process. The pay range listed is based on relevant market data, role responsibilities, and skills required for the position. Individual pay will be thoughtfully determined by a candidate’s qualifications, experience, and other relevant factors.

Third Federal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.

Salary : $18 - $23