Member Contact Center Representative

Firefighters Community Credit Union; Cleveland (OH); On-site; USD 28,000 - 30,000; Full time

Job summary

Firefighters Community Credit Union is seeking a full‑time Member Contact Center Representative to join our growing team at the St. Clair Avenue location in Cleveland, Ohio. You will handle member inquiries via phone, email, and online chat, delivering friendly service and solving problems.

The ideal candidate has 2–5 years of experience in a call center or banking environment, strong customer service and sales skills, and a high school diploma or GED. AA/EOE.

Qualifications

• Two to five years of similar or related experience.
• Call Center Experience preferred.
• High school education or GED required.
• Customer service and banking experience preferred.
• Sales and cross-selling experience.

Responsibilities

• Provide exceptional customer experience via phone, chat, and email by handling member needs from sales to service.
• Discuss members current and future financial needs, analyze possible loan solutions, and provide members with good recommendations that address their needs
• Provide expertise on a variety of complex credit union services such as IRAs, share certificates, electronic funds transfer, online banking, etc
• Identify opportunities to cross-sell credit union products and services that benefit member needs

Skills

Customer service

Sales experience

Cross-selling

Call center

Education

High school diploma or GED

Job description

Our Opportunity

We are hiring a full time Member Contact Center Representative to join our growing Member Contact Center team! This position will be based at our St. Clair Avenue, Cleveland branch location near Downtown Cleveland.

Located: 2300 St. Clair Ave, Cleveland, Ohio 44114

Hourly Rate: 20-22 an hour

Who We Are:

At Firefighters Community Credit Union, we believe people are far more than just their credit score. We pride ourselves on offering a warm, family environment while providing tools to make managing finances hassle-free. Our members truly make a difference: their deposits fund other member loans, and those loans help to keep both our rates and fees low. Every dollar of profit FFCCU makes is reinvested into the credit union and the community. FFCCU's foundation is local people making an impact on the lives of individuals and our community. We are people helping people.

Who You Are:

Our ideal candidate thrives on providing exceptional member financial service via phone, email and online chat from a non-member facing call center environment. We are looking for individuals with a desire to respond to member financial inquiries and requests for loans; uncover opportunities and recommend appropriate financial solutions to help grow the member's relationship with the credit union. Good credit is important to us, as we are a financial institution.

Responsibilities:

• Provide an exceptional customer experience via phone, chat, and email by handling member needs from sales to service.
• Discuss members current and future financial needs, analyze possible loan solutions, and provide members with good recommendations that address their needs
• Provide expertise on a variety of complex credit union services such as IRAs, share certificates, electronic funds transfer, online banking, etc
• Identify opportunities to cross-sell credit union products and services that benefit member needs

Qualifications:

• Two years to five years of similar or related experience.
• Call Center Experience Preferred.
• Education: A high school education or GED.
• Customer service.
• Previous Banking Experience Preferred.
• Sales and cross-selling experience.

Other

• Working knowledge of regulations relating to the Credit Union.
• Physical requirements include moving frequently and regularly using wrists, hands, and or fingers; speaking clearly, hearing and understanding; visual acuity necessary to prepare or inspect documents; should be able to exert up to 10 lbs. of force occasionally.

AA/EOE