About Company
Solidarity Community Federal Credit Union has been a cornerstone of the Kokomo community for over 80 years, providing exceptional financial services and fostering a culture of trust and support. As a member-owned, not-for-profit financial institution, our mission is to improve the financial lives of our members by offering competitive products, personalized service, and a commitment to local economic growth. We believe in empowering our employees with the tools and environment needed to succeed, both professionally and personally. Joining Solidarity means becoming part of a dedicated team that values integrity, collaboration, and community engagement, all while serving the vibrant Forest Park area and beyond.
Job Description
Are you a highly empathetic and solution-oriented individual with a passion for helping people? Solidarity Community Federal Credit Union is seeking a dedicated Customer Service Consultant to join our expanding Remote Department. In this vital role, you will be the first point of contact for our valued members, providing comprehensive support and guidance through various digital channels. You will address inquiries, resolve issues, and educate members on our diverse range of financial products and services, all from the comfort and convenience of your home office. This position demands excellent communication skills, a proactive approach to problem-solving, and a genuine desire to deliver an outstanding member experience. You will play a crucial part in maintaining our reputation for unparalleled service, ensuring every interaction strengthens our member relationships and contributes to their financial well-being. We are looking for someone who thrives in a dynamic remote environment, can manage multiple tasks efficiently, and embodies our credit union’s commitment to service excellence. This role offers the flexibility of remote work while keeping you connected to our strong community values.
Key Responsibilities
- Handle incoming member inquiries via phone, email, and chat with professionalism and efficiency.
- Provide accurate information regarding credit union products, services, policies, and procedures.
- Assist members with account management, transactions, and technical support for online banking platforms.
- Identify and assess member needs to achieve satisfaction, providing appropriate solutions and alternatives.
- De-escalate challenging situations with empathy and resolve complex issues independently or by escalating to the appropriate department.
- Document all member interactions accurately and comprehensively in the CRM system.
- Educate members on the benefits of various financial products, identifying opportunities for cross-selling and referrals.
- Maintain a high level of confidentiality and adhere strictly to all compliance and security regulations.
- Participate in ongoing training and development to stay updated on product knowledge and service best practices.
- Collaborate effectively with team members and other departments in a remote setting to ensure seamless member service.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and general office applications (Microsoft Office Suite).
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- High-speed internet connection and a dedicated, quiet home workspace.
- Demonstrated ability to work independently and as part of a remote team.
- Detail-oriented with strong organizational skills.
- High degree of professionalism and strong ethical standards.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Previous experience in a credit union or banking environment.
- Experience with Genesys Cloud or similar contact center platforms.
- Bilingual proficiency (especially Spanish) is a significant plus.
- Familiarity with financial regulations and compliance requirements (e.g., Reg CC, BSA).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) with employer match.
- Paid time off (vacation, sick leave, holidays).
- Opportunities for professional development and career growth.
- Remote work flexibility, fostering a healthy work-life balance.
- Life insurance and disability benefits.
- Employee assistance program.
- Access to exclusive credit union member benefits.
How to Apply
We invite passionate and qualified candidates to join our dedicated team. To be considered for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant customer service experience and your ability to thrive in a remote work environment. We look forward to reviewing your application!