Job Description

Are you an empathetic and positive team player with an engaging personality? Are you passionate about delivering world class experiences to our membership? Can you be empathetic to member’s individual situations and help them create appropriate solutions? If you answered yes to these questions, then you should immediately consider becoming part of our growing team at First Commonwealth FCU. A hybrid work environment is provided for this position as business needs dictate.

As our Member Experience Associate – Inbound, you will be accountable for effective servicing of our members and assisting them with their financial objectives, primarily via telephone and email, consistently cross offering all credit union products and services when appropriate and in accordance with established credit union policies and procedures.

Who we are:

We are a consumer-friendly alternative to banking. We offer all the services you're accustomed to, but at better rates and lower fees. That's because we're structured differently than banks. Banks are in business to earn profits for their stockholder investors. Our credit union exists to improve our member's financial well-being. We don't have stockholders. Instead, we're cooperatively owned by our members (account holders). We return our profits to members in the form of higher dividends on savings, lower rates on loans and lower fees.

Our mission is empowering the pursuit of financial happiness and our vision is to become the most beloved financial partner in our communities.

We live by our values of Honesty • Innovation • Generosity • Humility • Excellence • Respect

#beYOU with us! Our Members come from all walks of life and so do our Employees. First Commonwealth encourages Applicants from diverse backgrounds to apply and is proud to be an equal opportunity employer. All qualified Candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status or any other characteristic protected by applicable law.

Our Inbound Contact Center hours are as follows: 

Monday-Friday - 8:00am - 6:00pm

Saturday - 9:00am - 1:00pm

Duties and Responsibilities:

• Achieve or exceed all sales and service goals at the individual, branch and corporate level. Motivate and inspire others to achieve as well through positive attitude and actions.

• Assist and council members on the full array of credit union products and services to help them obtain their financial goals, cross-selling all products and services as appropriate.

• Foster and build member relationships and provide service as necessary to all members consistent with the established policies and procedures of the credit union.

• Establish, maintain, grow and display excellent member service and telephone skills, including active listening, cross-selling, problem solving, conflict resolution, effective communication (words, tone), product knowledge, personal accountability, and other skills identified by management.

• Foster, Develop, maintain and demonstrate selling skills.

• Accept and process all forms to set-up, change, or cancel payroll requests. Accept and process all application agreements, disclosures, notes and supporting forms to open, change, or close loans, savings, safe box and checking-related products as well as services. Assist, enroll, troubleshoot self-service options such as digital banking, Scout, bill pay, Zelle, eStatements.

• Communicate with members regarding their accounts such as overdraft charges, fees, transfer of funds, etc.

• Crosstrain in all other Contact Center functions including Outbound, Video and Digital and maintain proficiency and ability to operate in all roles as directed by Contact Center Manager.

Knowledge:

Knowledge of financial services delivery, loan policies and procedures, fundamentals of lending, plus loan collection concepts and practices, certificates of deposit and individual retirement accounts strongly preferred.

Skills:

High level of oral and written communication skills, strong problem solving ability, and experience/ability to effectively communicate via telephone and computer (email) is essential. Must be an analytical problem solver, able to perform math calculations, and follow/ provide clear directions. Must be proficient on use of IPhone, IPad, Android devices and possess knowledge of MS Office, Internet and Email.

Education/Experience:

Must be customer focused with basic computer skills. High school diploma or equivalent along with 1-2 years’ experience in customer service required. Experience in a financial service institution, sales experience, or bilingual in Spanish strongly preferred.

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