US Remote

Are you an empathetic and positive team player with an engaging personality? Are you passionate about delivering world class experiences to our membership? Can you be empathetic to member’s individual situations and help them create appropriate solutions? If you answered yes to these questions, then you should immediately consider becoming part of our growing team at First Commonwealth FCU.

A remote work environment is provided for this position as business needs dictate.

As our Member Experience Associate – Triage, you will be accountable for the effective servicing of members and assisting them with their financial objectives, primarily via telephone and email, consistently cross offering all credit union products and services when appropriate.

Who we are:

We are a consumer-friendly alternative to banking. We offer all the services you're accustomed to, but at better rates and lower fees. That's because we're structured differently than banks. Banks are in business to earn profits for their stockholder investors. Our credit union exists to improve our member's financial well-being. We don't have stockholders. Instead, we're cooperatively owned by our members (account holders). We return our profits to members in the form of higher dividends on savings, lower rates on loans and lower fees.

Our mission is empowering the pursuit of financial happiness and our vision is to become the most beloved financial partner in our communities.

We live by our values of Honesty • Innovation • Generosity • Humility • Excellence • Respect

#beYOU with us! Our Members come from all walks of life and so do our Employees. First Commonwealth encourages Applicants from diverse backgrounds to apply and is proud to be an equal opportunity employer. All qualified Candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status or any other characteristic protected by applicable law.

Our department hours are as follows. As a full time, you will be scheduled to work 40 hours per week within the schedule outlined below. Please note that the Saturday schedule is by rotation.

Monday-Friday – 8:30am-5:00pm

Saturday - 9:00am – 1:00pm

Position Duties and Responsibilities:

· Achieve or exceed all sales and service goals at the individual, department and corporate level. Motivate and inspire others to achieve, as well, through positive attitude and actions.

· Expedite loan applications by serving as the main contact point and collector of documentation necessary to disburse loans in a timely manner.

· Make outbound calls to members within established time frames to:

· On-Board members

· Generate sales during specific campaigns and focused calls/contacts

· Assist and counsel members on the full array of credit union products and services in order to help them achieve their financial goals, cross-selling products and services as appropriate.

· In addition to outbound sales calls, assist in awareness and service campaigns as directed by the AVP Contact Center.

· Connect with membership via multiple channels including, but not limited to, telephone, mobile, video chat, videoconferencing in order to provide a seamless, Omni channel member experience

· Provide service as necessary to all members consistent with the established policies and

Credit union procedures

· Establish, maintain, grow and display basic member service skills, including: Active listening, cross-selling, problem solving, conflict resolution, effective communication (words, tone, language), product knowledge, personal accountability, and other skills identified by management.

· Develop and demonstrate excellent telephone service skills.

· Serve members by providing service / information in a pleasant, professional and efficient manner via telephone or correspondence.

· Foster, develop, maintain and demonstrate selling skills in the following areas.

· Reading members (words, tone, language), handling and overcoming objections, goal setting and attainment, understanding of bottom-line and business basics, presentation skills, forming and maintaining new relationships, and other skills identified by management.

Knowledge:

· Knowledge of financial services delivery.

· Knowledge of loan policies and procedures.

· Knowledge of the fundamentals of lending, plus loan collection concepts and practices.

· Knowledge of certificates of deposit and individual retirement accounts.

· Knowledge of web-based technology including chat and conferencing

Skills:

· Excellent oral and written communication skills.

· Excellent telephone skills.

· Ability to perform minor math calculations.

· Ability to collect and analyze data.

· Problem solving skills.

Education/Experience

Required:

· High school diploma or the equivalent.

· 1-2 years’ experience in customer service.

Bilingual in Spanish

Preferred:

· Experience in a financial service institution or sales experience.

· 1-2 years’ experience in telephone sales/service or related industry.

· Knowledge of MS Office, Internet and Email.

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