Call Center Personal Banker

Job Description

We are seeking a Call Center Personal Banker to join our team, responsible for providing exceptional service and support to our members.

This role combines call center support, teller functions, and loan processing duties. You will answer member inquiries, troubleshoot issues, process financial transactions, and cross-sell credit union products, especially lending services.

Additionally, you will assist members with account management and ensure compliance with credit union policies and procedures.

Key Responsibilities :

• Member Interaction : Answer incoming calls and respond to emails in a professional and friendly manner. Handle inquiries, complaints, and troubleshooting while cross-selling credit union products and services, particularly lending options.
• Teller Functions : Process deposits, withdrawals, loan payments, cashier's checks, money orders, and cash advances. Balance cash drawers and daily transactions.

Ensure all teller functions are accurate and compliant with credit union policies.

• Account Services : Assist members with opening and closing accounts (IRAs, checking, savings, term shares). Provide solutions for account-related problems and ensure prompt, professional service.
• Loan Processing : Receive and process loan applications, gather required documentation, and explain loan terms to members.

Work with the Lending Support and Member Solutions departments to make adjustments to loan terms when necessary.

• Compliance : Ensure all transactions and loans are in compliance with credit union policies, legal regulations, and security procedures.
• Cross-Selling : Identify and leverage cross-selling opportunities through member interactions. Participate in sales development activities, both during and outside of normal working hours.

Essential Duties :

• 5% : Interview loan applicants to gather financial information and explain loan options.
• 70% : Respond to member inquiries by phone and email, resolve complaints, and identify cross-sell opportunities.
• 5% : Assist with opening and closing accounts, answering product-related questions, and resolving issues within authority.
• 5% : Process financial transactions such as deposits, withdrawals, and loan payments.
• 5% : Welcome members and provide routine information, referring them to appropriate departments when needed.
• 5% : Ensure compliance with loans, accounts, and stay updated on current trends and regulations.
• 5% : Perform additional duties as assigned.

Qualifications

• Education / Certification : High school diploma or equivalent.
• Required Knowledge :
• Teller policies and procedures.
• Basic knowledge of credit union operations, financial services, and products.
• Understanding of loan services, policies, and legal / regulatory standards.
• Experience : 6 months to 2 years of relevant experience.

If you're passionate about helping members achieve their financial goals and thrive in a fast-paced environment, we encourage you to apply.

Additional Information

Compensation : $18-21 / hr + Incentives

Benefits :

Commission and incentives

Affordable benefits

Up to 6% 401(k) matching

Eleven paid holidays

120 PTO hours*

Employee LOC with a 0% interest rate

Free telemedicine

Relaxed casual dress code

Flexible spending account

Health savings account

Employee assistance programs

Company diversity council

Community engagement opportunities