Member Support Agent, Phones

University of Illinois Community Credit Union; Champaign (IL); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401(k) with company match

Paid Time Off

Job summary

University of Illinois Community Credit Union is seeking a Phone Agent to serve as a financial mentor, building member loyalty and offering solutions to improve members' financial lives.

The role focuses on compliant, secure service, with a full-time schedule Monday–Friday and rotating Saturdays. Location may be Champaign, McLean, or Vermillion County, with potential for remote work based on performance.

Qualifications

• Three to five years of similar or related experience.
• High school diploma or GED.
• Excellent interpersonal and communication skills.

Responsibilities

• Provide outstanding service focusing on member loyalty and service quality.
• Efficiently assist members to ensure timely and quality service.
• Identify member needs and recommend Credit Union solutions.
• Assist with account questions and resolve problems within authority.
• Refer issues beyond authority to the appropriate team and follow up.

Skills

Customer service

Communication

Conflict resolution

Relationship building

Education

High school diploma or GED

Job description

Looking for more than just a job?At UICCU, you'll be part of a team that values people, supports growth, and makes a meaningful impact in the communities we serve. If you're excited about this opportunity and believe you can contribute to our team, we encourage you to apply.We'd love to learn more about you and what you can bring to UICCU.The Phone Agent is a financial mentor that listens to our members' needs. Phone Agents look out for our members' best interest and offer solutions to improve their financial life. The Agent will expertly represent UICCU and form professional relationships with our members.A Phone Agent will:Build member loyalty.Provide solutions for internal and external members.Build and maintain product knowledge, so they may assist members with financial needs.Focus on compliance and security.Essential Functions & ResponsibilitiesConsistently provide outstanding service focusing on member service and member loyalty skills.Efficiently serve members to ensure timely and quality service.Consistently identify the needs of members and recommend appropriate Credit Union solutions in order to build member loyalty and meet or exceed organizational goals.Assist members with account needs, answer questions about products and services, and resolve problems that are within their authority to resolve. Refer problems that are beyond their authority to appropriate team members along with their recommendations.Own internal and external member concerns, issues, and complaints, and ensure the appropriate follow up to achieve proper resolution.Salary & BenefitsStarting salary is $21.22 per hour - eligible for performance-based incentivesComprehensive insurance options including Health, Dental, and Vision for full-time employees.401K eligibility, including company match program.Generous Paid Time Off benefits.This is a full-time position: Monday through Friday 8:45 a.m. to 5:15 pm & rotating Saturdays 8:45-12:15pmLocationThis position may be located at any of our branch locations in Champaign, McLean, or Vermillion County and may have the opportunity to work remotely based on performance.UICCU is an Equal Opportunity Employer. We are committed to cultivating an inclusive and safe culture where our employees feel they belong.We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.UICCU continues to be voted a Best Place to Work by its employees!ExperienceThree years to five years of similar or related experience.EducationA high school education or GED.Interpersonal SkillsWork involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.