Sr. Telephone Consultant (Remote)

Position Overview

Fully Remote Senior Telephone Consultant – Delivers high-quality telephone service to members at the first point of contact in a fast-paced, high-performing multi-skill inbound Contact Center environment. Demonstrates expert-level product and service skills, accurately completing transactions and providing timely guidance to deliver an excellent member experience. Builds member relationships, fosters trust and loyalty through active listening, problem-solving, and helpful recommendations. Proficiently demonstrates schedule-adherence and compliance standards to ensure top queue service levels.

Key Responsibilities

• Provides outstanding telephone service and effectively resolves member inquiries by handling a high volume of incoming calls and processing transactions within established service guidelines. Acts as a trusted member advocate by taking ownership of the call and applying strong problem-solving skills.
• Accurately processes routine and complex member account transactions over the phone – including deposits, withdrawals, loan payments, account transfers, official checks, and opening of certificates of deposit – by following established department policies and procedures.
• Within six months, efficiently handles calls and demonstrates proficiency in multiple queues including Account Information, Loan Inquiry, Card Information, Technical Assistance, General Assistance, Consumer Loans, New Accounts, and back-up support for Staff Assistance; also provides support for credit card inquiries, digital banking, bill payment, and mobile app troubleshooting.
• Creates a positive service experience by consistently exceeding member and team expectations in a courteous, knowledgeable, and professional manner.
• Evaluates each member’s call for potential cross-sell opportunities and deepens member relationships to meet their financial needs.
• Consistently achieves and sustains monthly metrics for member experience, service performance, schedule adherence, and handle-time efficiency.
• Actively participates in team sales programs, contests, and departmental as well as organizational meetings and events.
• Ensures proper security and authorization levels are maintained to protect member and company assets.
• Maintains in-depth knowledge and compliance with all Mission Fed, departmental, security policies and procedures, as well as applicable federal regulations including BSA requirements, and completes all required compliance training.

Required Qualifications

• Education: An Associate's Degree or equivalent is required. Two years of equivalent experience can substitute for every one year of education.
• Experience Required: A minimum of five years in a financial institution and three years of call center experience is required.
• Qualifications: Possess strong customer service, sales, verbal, and written communication skills along with sound decision-making, troubleshooting abilities, and keen attention to detail. Proficiency with Microsoft Office Suite and Internet applications is expected; familiarity with Symitar for Windows is preferred.