Remote Service Specialist- Rochester, NY

ADVANTAGE FEDERAL CREDIT UNION; City of Rochester (NY); Hybrid; USD 25,000 - 35,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

401(k) matching

Training & development

Tuition assistance

Volunteer opportunities

Work-life balance

Discount programs

Employee recognition

Job summary

Advantage Federal Credit Union in Rochester, NY is seeking a Remote Service Specialist to deliver exceptional service to members contacting the credit union via multiple channels. The role focuses on generating new business from online queues, developing member relationships, and cross-selling AFCU products.

The position requires a high school diploma, 1 year in a similar role, and strong communication skills. A hybrid schedule is offered, with onsite work in Rochester and designated days.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 1 year in a similar role is required.
• Excellent communication skills and strong attention to detail.
• Proficiency with a PC and Microsoft Office.
• Ability to build relationships with members and teammates.
• Strong customer service skills.
• Reliability to work across Saturday shifts.
• Familiarity with credit union products and systems.

Responsibilities

• Maintain knowledge of AFCU products to process member transactions.
• Assist members in a calm, polite, and professional manner.
• Cross-sell AFCU products and services to meet needs.
• Coach members through loan application process and documents.
• Attend training and participate in coaching process.
• Proactively reach out to members to address priorities.
• Maintain appropriate records.
• Contribute to a positive, collaborative work environment.

Skills

Excellent communication

Attention to detail

Customer service

Relationship building

Microsoft Office

Professionalism under pressure

Teamwork

Saturday shifts

Cross-sell knowledge

Education

High school diploma or equivalent

Tools

CRM systems

Job description

About the Organization Rooted in the Rochester Community since 1931, Advantage Federal Credit Union provides not-for-profit, member-first financial services.

Location Metro

Description

Why Advantage Federal Credit Union?

Rooted in the Rochester Community since 1931, Advantage Federal Credit Union provides not-for-profit, member-first financial services. We live by the Fish! Philosophy, which means we actively choose to bring passion to our work, find ways to Play and bring joy to the office and constantly look for ways to Make Someone’s Day both for our members and our teammates. Above all, we believe in being truly Present for one another.

As an Employee

Schedule: This position offers a hybrid schedule, it does require employees to be located in the Rochester, NY area and report onsite and on designated days. Must be flexible to meet current and future business needs.

Comprehensive Benefits:

• Medical, dental, vision, FSA, HSA options for full-time employees.
• Paid holidays, vacation, and sick time.
• Retirement 401(k) plan which offers company match
• Training & development opportunities.
• Tuition assistance.
• Community focused volunteer opportunities.
• Promotes a solid work/life balance.
• Banking perks and discount programs.
• Employee recognition program

Starting pay: $21.84

The actual salary offered is dependent on a variety of factors including, but not limited to relevant experience, qualifications, skills, level offered, and performance expectations.

Position Overview

We are seeking a Remote Service Specialist to join our team. As a Remote Service Specialist; your focus is delivering exceptional service to our members who contact the credit union using various methods. Serving as a representative of the credit union, you uphold the highest standards of professionalism, focusing on creating a positive member centric experience. The Remote Service Specialist will generate new business from online loan and account queues, develop member relationships and follow-up for cross-sell opportunities.

Knowledge & Skills Needed to be successful in this role?

• High school diploma or equivalent is required
• A minimum of 1 year in a similar or related position is required
• Excellent communication skills and strong attention to detail.
• Proficiency with a PC and associated programs (such as Microsoft Office)
• Ability to build relationships with members and teammates
• Strong customer service skills
• Impeccable dependency regarding all scheduled shifts including Saturday rotation
• Become proficient in all relevant systems as well as credit union products
• Ability to maintain poise and professionalism under pressure

Essential Functions & Responsibilities:

• Maintain knowledge of all AFCU products and services to accurately process member transactions
• Attain standard level in Payment Protection
• Work efficiently to assist members in a calm, polite, and professional manner
• Achieve and maintain standard level of knowledge of policies, procedures, products, services and can use this knowledge to assist members independently and efficiently
• Proactively identifies members’ unique needs to recommend and cross-sell relevant AFCU products and services that meet short and long-term financial needs
• Maintain knowledge of procedures for the loan application process, necessary documents for specific loan types, and the loan closing process to be able to coach members through the process
• Contribute to a positive and collaborative work environment, supporting your colleagues and fostering a culture of teamwork and continuous improvement.
• Actively participate in the coaching process
• Proactive outreach calling initiatives to be able to articulate how AFCU products and services can address members’ financial needs and priorities.
• Assure that appropriate records are maintained
• Attend training as required.
• Performs other duties as assigned

Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Advantage Federal Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to ethnicity, color, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, education, and culture.

Position Requirements

Category Remote Services

Exempt/Non-Exempt Non-Exempt

Full-Time/Part-Time Full-Time

EOE Statement Advantage Federal Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to ethnicity, color, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, religion, disability, sexual orientation, education, and culture.
We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

This position is currently accepting applications.