Member Care Consultant
4.
1 Baldwin Park, CA Baldwin Park, CA Full-time Full-time $22.
75 - $28.
50 an hour $22.
75 - $28.
50 an hour We are on the lookout for a talented individual to join our call center team.
As a Member Care Consultant, you'll be the friendly voice that our members rely on, creating a sense of trust and assurance.
In this role you will be the guide our members need by assisting them with account inquiries and requests, providing guidance on our diverse range of financial products, referring appropriate products and services, resolving concerns and ensuring they feel confident in every financial decision.
We recognize that every call is an opportunity to make a positive impact and believe in turning everyday transactions into extraordinary experiences.
If you're ready to be a part of a team where customer service isn't just a job - it's a mission, we invite you to apply.
Schedule Monday - Friday, 8 hours.
Availability needed between 8:
00am - 6:
00pm.
Rotating Saturdays:
9:
00am - 1:
00pm.
A half day off is given during the week when working Saturdays.
ESSENTIAL DUTIES AND RESPONSIBILITIES Member Service Responds to member inquiries received through various communication channels such as inbound English and Spanish calls, messages, 3rd party after hours support.
Uses available credit union software tools.
Efficiently handles inbound channels to successfully meet productivity requirements and service standards.
Provides members with information on their accounts and answers questions on products and services.
Processes transactions and opens and/or conducts maintenance on accounts.
Obtains member requests for items handled by other departments such as complex research items or loan maintenance requests.
Submits all information to the appropriate department.
Answers questions, recommends corrective services to address complaints.
Provides assistance on inquiries, transactions and problem resolution.
Member Resolution Troubleshoots member issues with remote and online services such as online banking access, mobile banking, remote deposit, bill pay, debit card rejections, etc.
Refers issues requiring second level support to appropriate personnel.
Identifies opportunities and member / team member needs and responds quickly.
Anticipates and resolves problems in an empathetic, thoughtful, thorough and timely manner.
Sales Actively offers and cross-sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (i.
e.
Auto buying, Insurance and WM) and loans.
Contacts prospective and current members to present information on available loan products, deposit accounts, investment services and promotional offers to obtain additional business.
Gathers and submits mortgage referrals to our mortgage division for follow-ups on first mortgage loans.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience High school diploma or general education degree (GED) Two years financial services and sales experience or related experience and/or training; or equivalent combination of education and experience Prior experience in a call center is a plus Communication Skills Professional and friendly demeanor, with a genuine desire to assist and provide exceptional service to members.
Exceptional interpersonal skills and the ability to build rapport and establish positive relationships with members.
A significant level of trust, credibility and diplomacy is required.
In-depth dialogue, conversations and explanations with members, other departments, and outside vendors can be of a sensitive and/or highly confidential nature.
Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
Bilingual (English/Spanish) skills desired.
Computer Skills Should have proficient skills navigating a PC and internet browser Strong working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel) Must have a working knowledge of smart phone and using APPs Other Skills Strong attention to detail, accuracy, and multitasking abilities.
Ability to work in a fast-paced environment and adapt to changing priorities.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is regularly required to sit; use hands and fingers to handle office equipment and documents; talk and hear.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and the like.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 Baldwin Park, CA Baldwin Park, CA Full-time Full-time $22.
75 - $28.
50 an hour $22.
75 - $28.
50 an hour We are on the lookout for a talented individual to join our call center team.
As a Member Care Consultant, you'll be the friendly voice that our members rely on, creating a sense of trust and assurance.
In this role you will be the guide our members need by assisting them with account inquiries and requests, providing guidance on our diverse range of financial products, referring appropriate products and services, resolving concerns and ensuring they feel confident in every financial decision.
We recognize that every call is an opportunity to make a positive impact and believe in turning everyday transactions into extraordinary experiences.
If you're ready to be a part of a team where customer service isn't just a job - it's a mission, we invite you to apply.
Schedule Monday - Friday, 8 hours.
Availability needed between 8:
00am - 6:
00pm.
Rotating Saturdays:
9:
00am - 1:
00pm.
A half day off is given during the week when working Saturdays.
ESSENTIAL DUTIES AND RESPONSIBILITIES Member Service Responds to member inquiries received through various communication channels such as inbound English and Spanish calls, messages, 3rd party after hours support.
Uses available credit union software tools.
Efficiently handles inbound channels to successfully meet productivity requirements and service standards.
Provides members with information on their accounts and answers questions on products and services.
Processes transactions and opens and/or conducts maintenance on accounts.
Obtains member requests for items handled by other departments such as complex research items or loan maintenance requests.
Submits all information to the appropriate department.
Answers questions, recommends corrective services to address complaints.
Provides assistance on inquiries, transactions and problem resolution.
Member Resolution Troubleshoots member issues with remote and online services such as online banking access, mobile banking, remote deposit, bill pay, debit card rejections, etc.
Refers issues requiring second level support to appropriate personnel.
Identifies opportunities and member / team member needs and responds quickly.
Anticipates and resolves problems in an empathetic, thoughtful, thorough and timely manner.
Sales Actively offers and cross-sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (i.
e.
Auto buying, Insurance and WM) and loans.
Contacts prospective and current members to present information on available loan products, deposit accounts, investment services and promotional offers to obtain additional business.
Gathers and submits mortgage referrals to our mortgage division for follow-ups on first mortgage loans.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience High school diploma or general education degree (GED) Two years financial services and sales experience or related experience and/or training; or equivalent combination of education and experience Prior experience in a call center is a plus Communication Skills Professional and friendly demeanor, with a genuine desire to assist and provide exceptional service to members.
Exceptional interpersonal skills and the ability to build rapport and establish positive relationships with members.
A significant level of trust, credibility and diplomacy is required.
In-depth dialogue, conversations and explanations with members, other departments, and outside vendors can be of a sensitive and/or highly confidential nature.
Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
Bilingual (English/Spanish) skills desired.
Computer Skills Should have proficient skills navigating a PC and internet browser Strong working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel) Must have a working knowledge of smart phone and using APPs Other Skills Strong attention to detail, accuracy, and multitasking abilities.
Ability to work in a fast-paced environment and adapt to changing priorities.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the team member is regularly required to sit; use hands and fingers to handle office equipment and documents; talk and hear.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and the like.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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