Call Center Rep (MSO)

$41,600 - $52,000/Yr

Ventura County Credit Union - Ventura, CA

Full-time - Entry Level

Ventura, CA

Credit Intermediation and Related Activities

About the position

The Call Center Representative at Ventura County Credit Union (VCCU) plays a crucial role in enhancing the financial well-being of members and the community. This position involves responding to member inquiries through calls, emails, or chats, providing member-centered solutions, and collaborating with other support departments. The role requires active listening and empathy to deliver effective solutions while meeting call center goals.

Responsibilities

• Answer member inquiries regarding existing and new accounts, ACH/wire transfers, debit & credit cards, checks, stop payments, remote deposits, bill payment, online & mobile banking, loan applications, and other account-related needs.
• Process loan applications and follow up with applicants to discuss loan decisions and stipulations needed.
• Deliver solutions to members with empathy in an expedient manner, explaining products and services, and accurately completing required processes/documentation.
• Engage in decision-making by researching internal procedures/policies and communicating with credit union support departments as necessary to solve member issues.
• Identify referral and cross-sell opportunities expanding the member relationship based on account history and needs, including reviewing promotional offers and marketing campaigns.
• Meet and exceed call center goals such as average handle time, quality scores, and post-call work.

Requirements

• Service-driven with the ability to communicate solutions with empathy.
• Proficient in computer systems and comfortable working with multiple systems and resources at once.
• Previous financial institution experience of 1 year or more.

Nice-to-haves

• Previous Credit Union call center experience.
• Working knowledge of systems such as Genesys Cloud, Symitar/Episys, and MeridianLink.
• Fluency in Spanish, specifically in finance/banking terminology.
• Enjoyment of volunteering and working with organizations that strive to better the community.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance