Position Type: Full Time
Training Schedule: Monday through Friday 8:00 AM - 5:00 PM
Member Care Center Hours of Operation: Monday through Friday 7:00 AM - 8:00 PM & Saturday 8:00 AM - 1:00 PM various shifts are available within the hours of operation
*Hybrid option available after 3-6 months of satisfactory performance*
The Call Center Financial Representative is a key contributor to the outstanding service provided to Suncoast Credit Union members. This role upholds a high level of member satisfaction by providing prompt, accurate, efficient, and professional service, with the utmost concern for confidentiality, security, and privacy of member data. An ideal candidate is a self-motivated individual who thrives in a fast-paced environment with the ability to adapt quickly and manage multiple tasks.
Responsibilities
- Handle a high volume of inbound telephone inquiries
- Process a variety of financial transactions for members, such as withdrawals, posting loan payments, and transfers between accounts
- Inform members and prospective members about products and services offered by Suncoast Credit Union
- Demonstrate patience in all customer interactions, maintaining a pleasant tone and manner
- Determine membership eligibility
- Research and resolve member concerns
- Perform account maintenance, data entry, and account corrections
- Maintain an awareness of calls waiting
- Implement phone center and member service requirements established by management
- Attend educational events to increase professional knowledge
- Complete annual BSA/AML compliance training and understands employee’s role in maintaining an effective BSA/AML compliance program
- Complete FACT Act Red Flag training
Qualifications
- High school diploma or equivalent
- Bilingual preferred
- Previous experience with a financial institution, call center, or customer service role preferred
- Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
- Accurate, detail-oriented, and organized with task management
- Ability to analyze and resolve difficult and complex problems
- Good written, verbal, and interpersonal communication skills to interact effectively with members, staff, vendors, and government regulators
- Ability to communicate information requiring explanation or interpretation
- Ability to work independently and in a team-oriented environment
- Ability to manage fluctuating shifts with early morning or evening hours
Skills
- AI & Machine Learning
- Customer Service
- Data Science
Benefits
- Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
- Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
- Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
- Community Involvement: Paid Volunteer Hours
- Growth: Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/