Member Support Agent, Phones

University of Illinois Community Credit Union; Champaign (IL); On-site; USD 43,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental + Vision

401K with match

Generous PTO

Remote work possibility

Job summary

University of Illinois Community Credit Union is seeking a Phone Agent in Champaign, IL to deliver outstanding member service, build loyalty, and provide tailored financial solutions. The role emphasizes compliance and security while supporting internal and external members with account needs.

The position is full-time with typical weekday hours and some Saturdays, offering benefits including health, dental, vision, a 401(k) with company match, and generous PTO.

Qualifications

• Three to five years of related experience.
• High school education or GED.
• Strong customer service and communication skills.
• Ability to work with branch staff and members.

Responsibilities

• Build member loyalty and provide solutions to members’ financial needs.
• Refer problems beyond authority to appropriate team members with recommendations.
• Own internal and external member concerns and ensure proper follow-up.
• Focus on compliance and security in all member interactions.
• Help members with account needs and answer questions about products and services.

Skills

Customer service

Conflict resolution

Interpersonal skills

Compliance & security

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.Comprehensive 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 with hours Monday through Friday 8:45 a.m. to 5:30p.m with rotating Saturdays 9-12NLocationThis 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.