Contact Center Advisor - Downtown Reading, PA

About Us

We're in the business of people helping people and you can help us change lives just by working here. Whether it's helping a member make a transaction, buy their first home, or improve their financial wellness one step at a time - you have an impact on their lives just by working here, no matter what your position may be.

Work with us - and be part of something bigger than banking.

In exchange for your time and talents, we offer generous benefits. After all, you make us awesome, so we take care of you with things like...

• Pension Plan, 401k Plan with company match
• Excellent health benefits
• Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
• 10+ paid holidays per year
• Lifestyle Spending Account stipend for wellness, caregiving, or personal expenses such student loans and tuition reimbursement
• Employee recognition program
  ...and more!

At Visions, we do, and will continue to, treat all of our employees fairly and with complete respect, regardless of race, ethnicity, gender, and any other differences. We strive to celebrate the diversity of our employees, as they are part of the fabric of this great credit union.

Title of Position: Contact Center Advisor - Downtown Reading, PA

Position Overview: As a Contact Center Advisor, you will be responsible for interacting with current and prospective members through use of Contact Center inbound/outbound telephone delivery channels with a goal of establishing, building and/or enhancing business relationships. You will be responsible for providing exceptional member service and adhering to service expectations set forth by trusted advisor training. This includes, but is not limited to, cross selling of credit union products and services, minimizing member wait times, providing superior credit union services to members in a professional and efficient manner, maintaining high levels of member satisfaction and service quality, and expanding credit union member base by using effective sales techniques.

Position Type: Full-Time. Typical shifts include Monday through Friday 8:30AM to 6:15PM with rotating Saturday shifts 8:15AM - 12:15PM.

Compensation Range: $23.00/Hr. - $30.00/Hr. *Hiring rates may be dependent on a number of factors, including years of directly related work experience, education, geographic location or special skills*

Location: On-site Downtown Reading, PA. Hybrid / Remote opportunity available ONLY to candidates from the Reading, PA area.

At this time, Visions Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position.

Responsibilities/Duties:

• Ensure adherence to member identification requirements outlined in credit union and department policy and procedure, safeguarding member information.
• Comply with all regulatory compliance acts including Fair Credit Reporting Act, Equal Credit Opportunity Act, and Truth-In-Lending/RESPA, including mortgage disclosures.
• Ensure review and completion of all regulatory compliance courses through all learning platforms (BAI).
• Maintain quality of work by reviewing account, loan, and mortgage documents for accuracy and completeness, timeliness of completion for all account, loan, and mortgage products.
• Efficiently complete all member and staff requests within Contact Center delivery Open, close, and maintain applicable maintenance on all depository and loan accounts.
• Adhere to established Contact Center performance indicators including, but not limited to, schedule adherence, inbound wait times, and quality monitoring evaluations.
• Promptly and professionally service in-bound member phone interactions, following established Contact Center interaction standards, from internal and external membership regarding accounts, transactions, product information and service options.
• Demonstrates a willingness and initiative in the timely and complete resolution of member complaints, problems, questions, and errors by taking ownership for the member concern, directly answering standard/technical questions, and escalating to management when needed.
• Provide elevated service to all members that meet or exceed established member service goals, as measured by member satisfaction surveys.
• Educate members on consumer loan products, interview member applicants, and review and submit consumer loan applications, through all Contact Center delivery.
• Conduct effective needs-based cross-selling during member interactions, making applicable product and service recommendations in support of department and individual goal attainment.
• Meet all KPIs set by Sr. Leadership related to loan, credit card, and membership growth, ancillary loan products, and referral opportunities in support of organizational growth.
• Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
• Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Perform other duties needed to help fulfill our mission, drive our strategy, and support our organization's values.

Minimum Qualifications & Experience:

• An associate degree with 1-3 years of experience. 3-5 years of relevant experience will be considered in lieu of a degree.
• Extensive knowledge of Credit union products, services, systems, and procedures preferred.
• Must be able to obtain and maintain NMLS licensing to comply with the Secure & Fair Enforcement Licensing Act.
• Proficient in the Microsoft Office Suite programs.
• Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
• Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.

Preferred Qualifications & Experience:

• Bachelor's degree preferred.
• Minimum of one year contact/call center experience.
• Minimum of four years customer service, retail, banking, or financial services industry experience.

We're more than banking. You can be, too. #ClaimYourSeat

Bachelors (preferred)
Associates (required)

Minimum of four years customer service, retail, banking, or financial services industry experience. (preferred)
Minimum of one year contact/call center experience. (preferred)
Extensive knowledge of Credit union products, services, systems, and procedures preferred. (preferred)
1-3 years of experience. 3-5 years of relevant experience will be considered in lieu of a degree. (required)

NMLS number (preferred)