Member Care Consultant - PT

About The Role

Are you someone who loves helping people and thrives on delivering exceptional service? Join our team as a Member Care Consultant (MCC) and become a key part of our members' financial journeys! As an MCC, you’ll be the friendly and knowledgeable guide for our credit union members, offering assistance over the phone and through various multimedia channels. From answering financial inquiries to resolving account-related issues, you'll be the go-to resource, always ready to help with a smile. Your role will involve providing timely, efficient, and friendly support, ensuring every interaction leaves a lasting positive impression. With a passion for delivering superior member experiences, you’ll provide personalized advice to new and existing members, helping them navigate our products and services to meet their financial needs.

Key Responsibilities

• Member Service
• Delivers exceptional service to credit union members by actively listening, identifying their needs, and providing accurate information and solutions promptly and courteously.
• Receive and handle a high volume of inbound calls from credit union members, respond to inquiries, resolving issues, and providing guidance on various banking products and services.
• Responds to member inquiries received through various communication channels (up to two engagements at a time) such as inbound audio English and Spanish calls, chats, video calls, messages, 3rd party after hours support. Uses available credit union software tools.
• Follows established service standards, including call handling metrics, quality assurance guidelines, and adherence to compliance and security protocols.
• Provides members with information on their accounts and answers questions on products and services. Processes transactions and opens and/or conducts maintenance on accounts.
• Accurately documents member interactions, inquiries, and transactions in the credit union's customer relationship management (CRM) system as required.
• Answers questions, recommends corrective services to address complaints. Aids on inquiries, transactions, and problem resolution.
• Member Resolution
• Investigates and resolves member complaints, discrepancies, and disputes related to accounts, transactions, or credit union policies, escalating complex issues to the appropriate departments when necessary.
• 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.
• Contact 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.

Qualifications

• 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.
• Bilingual (English/Spanish) skills desired.

Compensation

We welcome candidates from Southern California and Southern Nevada to apply. Please note that the posted salary range reflects compensation for candidates located in California. If you are based in Nevada, we are happy to provide the salary range specific to your location upon request.

Remote Work Arrangement

This position offers the opportunity for a hybrid work schedule (in office and remote) upon successful completion of training and demonstration of increasing independence in job responsibilities. As you gain proficiency and require less assistance, we will work with you to create a flexible work arrangement that supports both your productivity and work-life balance. Availability Monday through Saturday requested. Schedule will be discussed during interview.