Member Contact Center Representative at DYNAMIC EQUIPMENT GROUP

Costa Mesa, California, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Cross-selling, Loan Application Processing, Financial Product Knowledge, Teamwork, Time Management, Data Entry, Security Procedures, eBanking Support, Sales Goals Achievement, Mentoring

Industry

Description

As a Member Contact Center Specialist, you will serve as a key point of contact for members reaching Financial Partners Credit Union through phone, email, chat, and other communication channels. Your role is to provide fast, accurate service while helping members understand their accounts, resolve issues, and identify financial products or services that support their needs. This position is ideal for someone who enjoys helping people, communicates clearly, and thrives in a fast-paced service environment. Each interaction is an opportunity to strengthen the member relationship and reinforce the professional, service-focused reputation of Financial Partners Credit Union. -------------------------------------------------------------------------------- ESSENTIAL RESPONSIBILITIES • Handle member contact through multiple channels including phone, email, and chat while maintaining a positive and professional image of Financial Partners Credit Union. • Assist members with questions regarding their accounts, credit union products and services, and general inquiries. • Identify member financial needs and present appropriate solutions using benefit-based conversations and asking for the business. • Communicate the benefits of membership and Financial Partners products and services. • Build strong member relationships by using the member’s name during conversations, introducing yourself clearly, and providing a professional and helpful experience. • Validate member identity using credit union security procedures. • Provide accurate information on rates and product features for all credit union products. • Process various member requests including check orders, wire requests, loan payments, stop payments, and verifications of deposit. • Assist members with eBanking and Bill Pay support using Multi-care and Payment Manager systems. • Help the team meet overall service goals by guiding routine requests such as balance inquiries to self-service channels including eQuest and eBanking. • Maintain productivity while adhering to department attendance, break, and lunch schedule guidelines. • Take secured and unsecured loan applications and assist members through the application process. • Educate members on loan pre-approval status and the lending process. • Quote rates on credit union products and take advantage of opportunities to complete the buying process. • Make referrals to the CUSO for financial planning, investment services, insurance, and mortgage loan products. • Consistently work toward meeting assigned sales and referral goals. • Participate in training programs offered by Learning and Development or approved by management. • Support the team environment by assisting with training and mentoring new agents when needed. • Communicate clearly and effectively with members across all contact channels. • Conduct all work in a manner consistent with the credit union’s ethical standards, values, and commitment to integrity. • Perform other duties as assigned. -------------------------------------------------------------------------------- EDUCATION AND EXPERIENCE • One-year certificate from a college or technical school; three to six months of related experience and/or training; or an equivalent combination of education and experience. • Associate’s degree preferred. • Customer service and/or call center experience required. • Previous banking or credit union experience preferred. • Experience using Microsoft Word, Excel, and Outlook. • Ability to operate multiple programs and systems simultaneously. • Strong customer service and communication skills. • Ability to identify opportunities to cross-sell financial products and services. • Ability to work collaboratively within a team environment. • Previous team lead experience or experience assisting with training new agents is preferred. -------------------------------------------------------------------------------- WHY THIS ROLE MATTERS The Member Contact Center is often the first place members turn when they need help with their finances. Contact Center Specialists play a critical role in providing clear answers, resolving issues quickly, and helping members access the products and services that support their financial goals. By delivering knowledgeable, professional service across every interaction channel, this role helps build trust, strengthen member relationships, and reinforce Financial Partners’ commitment to exceptional service. The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity. Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Responsibilities

The representative will serve as a primary contact for members via phone, email, and chat, providing fast and accurate service regarding accounts, resolving issues, and identifying suitable financial products. Essential duties include processing various member requests, assisting with eBanking support, taking loan applications, and making referrals for specialized financial services.