Phone Representative

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

As the Phone Representative, you will be responsible for providing high-quality service and support to members and potential members through various communication channels, primarily telephone. You will handle inquiries, resolve issues, process transactions, and identify opportunities to promote credit union products and services. This position requires a strong focus on member satisfaction, effective communication, and adherence to credit union policies and procedures.

Requirements

Key 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 a wide range of requests, including: Account information (balances, transactions, statements); Loan and deposit services; credit, debit and ATM card services; transfers, payments and other transactions; troubleshooting digital services (online banking, mobile app)
• De-escalate situations involving dissatisfied members, providing patient assistance and support.
• Identify member needs and proactively cross-sell appropriate credit union products and services.
• Maintain accurate member account information and ensure data integrity.
• Follow all credit union policies, procedures, and regulatory requirements, including confidentiality and security protocols.
• Collaborate with other departments to resolve complex member issues.
• Participate in training and professional development activities to enhance knowledge and skills.

Qualifications

• High School diploma or GED equivalent.
• 1 -3 years of similar or related experience, preferably in a call center or customer service role within a financial institution.
• Thorough knowledge of credit union policies, procedures, products, and services.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, including active listening, empathy, and the ability to build rapport with members.
• Proven ability to handle difficult or stressful situations with a calm and professional demeanor.
• Strong computer skills, including proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Detail-oriented with accurate data entry skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to changing workloads and evolving credit union products and services.
• May require non-traditional business hours, including Saturdays or evenings.
• The employee is regularly required to sit, talk, and hear.
• May be required to stand, walk, use hands and fingers, reach with arms, stoop, kneel, and crouch.
• Occasional lifting and/or moving of up to 10-15 pounds may be required.
• Specific vision requirements include close vision and the ability to adjust focus.

Preferred Skills & Traits

• Bilingual (English/Spanish) is a plus.