Member Care Phone Specialist

Coastal Community FCU; Galveston (TX); On-site; USD 19,286 - 24,796; Full time

Job summary

Coastal Community FCU in Galveston, TX seeks a Phone Representative to deliver high-quality member service via calls, emails, and chat, handling inquiries, processing transactions, and promoting credit union products.

You will uphold policies, maintain accurate data, and collaborate with other teams to resolve issues. Bilingual English/Spanish is a plus and willingness to work non-traditional hours may be required.

Qualifications

• High School diploma or GED completed.
• 1-3 years of call center or financial institution experience.
• Thorough knowledge of credit union policies, procedures, products, and services.
• Excellent verbal and written communication skills.
• Strong interpersonal skills including active listening, empathy, and rapport-building.

Responsibilities

• Respond to a high volume of incoming calls, emails, and chat messages from members.
• Provide accurate and satisfactory answers to member requests and resolve concerns efficiently.
• Assist members with account information, loans, deposits, cards, transfers, and digital services.
• De-escalate dissatisfied members with patient assistance and support.
• Identify member needs and proactively cross-sell appropriate credit union products and services.
• Maintain accurate member account information and data integrity.
• Follow credit union policies, procedures, and security protocols.
• Collaborate with other departments to resolve complex member issues.
• Participate in training and professional development activities.

Skills

Verbal communication

Written communication

Active listening

Empathy

Cross-selling

Data entry

Microsoft Office

Teamwork

Time management

Bilingual

Education

High School diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Coastal Community FCU in Galveston, TX seeks a Phone Representative to deliver high-quality member service via calls, emails, and chat, handling inquiries, processing transactions, and promoting credit union products.

You will uphold policies, maintain accurate data, and collaborate with other teams to resolve issues. Bilingual English/Spanish is a plus and willingness to work non-traditional hours may be required.