Contact Center - Member Service Representative - Virtual - Bilingual

SESLOC Credit Union; San Luis Obispo (CA); On-site; USD 38,000 - 45,000; Full time

Job summary

SESLOC Credit Union, headquartered in San Luis Obispo, seeks a Contact Center Virtual Member Service Representative to assist members by phone, handle inquiries, and promote loan products. The role includes acting as an MLO for HELOCs and supporting call center and branch operations.

Requirements include a high school diploma or GED, 3–5 years in loans, prior financial institution experience preferred, and bilingual English/Spanish is preferred. Schedule is weekdays with rotating Saturdays; EOE.

Qualifications

• Meet service level objectives for phone calls, emails and all other communication levels.
• Ensure interactions with members and potential members are handled professionally and accurately.
• Ability to work with the team to meet goals and objectives.
• Ability to work in a fast-paced environment.
• Demonstrates and maintains proficiency in technology applications used at the credit union.
• Prior financial institution experience required.

Responsibilities

• Assist existing and new potential members via telephone.
• Resolve member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, share certificates and IRAs.
• Promote financial well-being by making outbound sales calls for loan growth opportunities and meet sales goals.
• Provide mortgage related information and act as Mortgage Loan Originator (MLO) for HELOC loans.
• Support electronic and card services; assist Branch Operations and Call Center functions.

Job description

At SESLOC, it is the people that make the place. Rooted in academics, and locally headquartered for over 80 years, we are the credit union with the funny name. But to us, financial dreams and goals are serious business.

SESLOC Credit Union is looking for a fun and energetic person to help us create an exceptional experience for the members that we serve. As a Contact Center Virtual Member Service Representative, you will spend your day assisting existing and new potential members via telephone. In addition to handling a variety of member service calls in a prompt and courteous manner, you'll resolve member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, share certificates and IRAs. You'll promote financial well-being by making outbound sales calls for loan growth opportunities and be responsible for achieving sales goals for Credit Union products and services. You will perform support function for electronic and card services; perform a wide variety of complex processing functions in member service areas to assist members and support Branch Operations. Refer Credit Union services and supports all functions within the Call Center. Act as a registered Mortgage Loan Originator (MLO) responsible for interviewing applicants and originating Home Equity Line of Credit (HELOC) loans. Provide mortgage related information to members which may include rates, terms and explanation of lending processes.

A successful bilingual Contact Center Virtual Member Service Representative will possess the following skills and traits:

• Meet service level objectives for phone calls, emails and all other communication levels.
• Ensure interactions with members and potential members are handled professionally and accurately.
• Ability to work with the team to meet goals and objectives.
• Ability to work in a fast-paced environment.
• Demonstrates and maintains proficiency in technology applications used at the credit union.
• Strong communication skills, both verbally and in writing.
• Prior financial institution experience required.

Education/Experience: High school diploma or GED required and three to five years of similar or related experience in loans, including time spent in preparatory position or equivalent combination of education and experience.

As a Contact Center Virtual Member Service Representative, you will be based out of the San Luis Obispo headquarters location. Our schedules range from 8am to 6pm Monday through Friday and include Saturdays on rotation from 9-1.

Bilingual (English/Spanish) is preferred.

EOE

All job offers extended to final candidates at SESLOC Credit union are conditional pending the successful completion and acceptable results of background checks and signing an Arbitration Agreement as a condition of employment. Background checks include a bond check, a credit check, a criminal history check, reference checks. Signing an Arbitration Agreement is a condition of employment.

Salary: $27.79 - $32.69 per hour