Contact Center Advisor

Visions Federal Credit Union; United States; Hybrid; USD 31,684 - 41,328; Full time

Job summary

Visions Federal Credit Union is hiring for a Contact Center Advisor in Downtown Reading, PA. This role involves engaging with members through various channels, providing top-notch service, and promoting credit union products while maintaining compliance with regulatory standards.

Candidates should possess strong communication skills and at least a diploma with relevant experience. The position offers full-time hours and a competitive salary ranging from $23.00/hr – $30.00/hr based on experience.

Qualifications

• 1–3 years of customer service experience; 3–5 years relevant experience considered without a degree.
• Proficient in Microsoft Office and standard office equipment.

Responsibilities

• Provide exceptional member service and manage inbound/outbound calls.
• Ensure compliance with regulations and maintain accurate records.
• Cross-sell products and educate members on consumer loans.

Skills

Customer service

Effective communication

Cross-selling

Regulatory compliance

Problem resolution

Education

Diploma (or equivalent experience)

Bachelor's degree (preferred)

Tools

Microsoft Office Suite

Standard office equipment

Job description

Title

Contact Center Advisor – Downtown Reading, PA

Position Overview

As a Contact Center Advisor, you will be responsible for interacting with current and prospective members through use of Contact Center inbound/outbound telephone delivery channels with a goal of establishing, building and/or enhancing business relationships. You will provide exceptional member service and adhere to service expectations set forth by trusted advisor training. This includes cross‑selling credit union products and services, minimizing member wait times, providing professional and efficient service, maintaining high levels of member satisfaction and quality, and expanding the credit union member base using effective sales techniques.

Position Type

Full‑time. Typical shifts include Monday through Friday 8:30AM to 6:15PM with rotating Saturday shifts 8:15AM – 12:15PM.

Compensation

$23.00/hr – $30.00/hr. Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills.

Location

On‑site Downtown Reading, PA. Hybrid / Remote opportunity available ONLY to candidates from the Reading, PA area.

Responsibilities

• Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information.
• Comply with all regulatory compliance acts, including Fair Credit Reporting Act, Equal Credit Opportunity Act, and Truth‑In‑Lending/RESPA, including mortgage disclosures.
• Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI).
• Maintain quality of work by reviewing account, loan, and mortgage documents for accuracy and completeness, as well as timeliness of completion for all account, loan, and mortgage products.
• Efficiently complete all member and staff requests within Contact Center delivery, open, close, and maintain applicable maintenance on all depository and loan accounts.
• Adhere to established Contact Center performance indicators including, but not limited to, schedule adherence, inbound wait times, and quality monitoring evaluations.
• Promptly and professionally service inbound member phone interactions, following established Contact Center interaction standards, from internal and external membership regarding accounts, transactions, product information and service options.
• Demonstrate a willingness and initiative in the timely and complete resolution of member complaints, problems, questions, and errors by taking ownership for the member concern, directly answering standard/technical questions, and escalating to management when needed.
• Provide elevated service to all members that meet or exceed established member service goals, as measured by member satisfaction surveys.
• Educate members on consumer loan products, interview member applicants, and review and submit consumer loan applications, through all Contact Center delivery.
• Conduct effective needs‑based cross‑selling during member interactions, making applicable product and service recommendations in support of department and individual goal attainment.
• Meet all KPIs set by Sr. Leadership related to loan, credit card, and membership growth, ancillary loan products, and referral opportunities in support of organizational growth.
• Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
• Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization’s values.

Minimum Qualifications & Experience

• Diploma with 1–3 years of experience. 3–5 years of relevant experience will be considered in lieu of a degree.
• Extensive knowledge of credit union products, services, systems, and procedures preferred.
• Must be able to obtain and maintain NMLS licensing to comply with the Secure & Fair Enforcement Licensing Act.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred Qualifications & Experience

• Bachelor’s degree preferred.
• Minimum of one year contact/call center experience.
• Minimum of four years customer service, retail, banking, or financial services industry experience.

Equal Employment Opportunity

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, regardless of race, ethnicity, gender, and any other differences. We strive to celebrate the diversity of our employees, as they are part of the fabric of this great credit union.