About Company
VyStar Credit Union is a financial institution deeply rooted in the Jacksonville community, serving over 900,000 members across Northeast Florida and Georgia. Established in 1952, originally as Jacksonville Naval Air Station Credit Union, our mission has always been to improve the financial lives of our members and the communities we serve. We achieve this by offering competitive financial products and services, fostering financial literacy, and actively participating in local initiatives and charitable endeavors. At VyStar, we believe in people helping people, and our dedicated team is the heart of our success. We are committed to creating a diverse, inclusive, and empowering environment where every employee can thrive and contribute to our shared purpose. Join a credit union that genuinely cares about its members and its community, making a tangible difference every day through unwavering support and financial guidance.
Job Description
Are you a natural communicator with a passion for helping others, seeking a challenging yet rewarding remote role? VyStar Credit Union is seeking a highly motivated and empathetic Customer Relations Executive to join our growing team. In this pivotal remote position, you will serve as the primary point of contact for our valued members, delivering exceptional service and building lasting relationships from the comfort of your home office. This isn’t just a customer service role; it’s an opportunity to become a trusted advisor, understanding member needs, resolving complex inquiries, and guiding them through their financial journey with VyStar. You will be instrumental in upholding VyStar’s commitment to member satisfaction and community support, ensuring every interaction reflects our core values of integrity, empathy, and service excellence. Your work directly contributes to our mission of improving the financial lives of our members and the communities we serve.
As a remote Customer Relations Executive, you will manage a diverse range of member interactions via phone, email, and chat, addressing everything from account inquiries and transaction support to loan applications, debit/credit card issues, and comprehensive financial product explanations. Your ability to listen attentively, diagnose issues accurately, and provide clear, concise, and compassionate solutions will be paramount. We are looking for an individual who thrives in a dynamic virtual environment, is self-disciplined, highly organized, and possesses excellent problem-solving skills. You’ll be empowered to make decisions that benefit our members, leveraging our comprehensive resources and your innate ability to connect with people. This role requires a strong understanding of financial products and services, or a quick aptitude to learn, as you’ll be advising members on the best solutions for their unique situations, always with their best interest at heart. You will be expected to maintain a high level of professionalism and confidentiality, adhering to all regulatory guidelines and internal policies.
Success in this role means not just resolving issues, but anticipating needs, educating members on available services, and proactively identifying opportunities to enhance their financial well-being. You will play a crucial role in shaping the member experience, directly impacting our reputation and member loyalty. Join us in making a real difference in the financial well-being of our members, all while enjoying the flexibility and autonomy of a remote work setting. We provide comprehensive virtual training and ongoing support to ensure your success, fostering a collaborative team environment even when working apart. We are dedicated to providing you with the tools and resources necessary to excel in a remote capacity, including robust technology and accessible team support. Your contribution directly impacts our members’ trust and loyalty, which are vital to VyStar’s mission. If you are passionate about service and ready to embark on a fulfilling remote career, we encourage you to apply.
Key Responsibilities
- Serve as the primary remote point of contact for member inquiries via phone, email, and chat.
- Provide comprehensive support for all VyStar products and services, including accounts, loans, and digital banking.
- Resolve member issues and complaints efficiently and empathetically, escalating complex cases when necessary.
- Identify opportunities to educate members on suitable financial products and services to meet their needs.
- Maintain accurate records of member interactions and transactions in the CRM system.
- Adhere to all credit union policies, procedures, and regulatory requirements (e.g., BSA, Reg CC, etc.).
- Collaborate effectively with remote team members and other departments to ensure seamless member service.
- Proactively follow up with members to ensure satisfaction and build strong, lasting relationships.
Required Skills
- Minimum of 2 years of experience in a customer service or call center environment, preferably remote.
- Exceptional verbal and written communication skills.
- Demonstrated ability to empathize with customers and resolve issues effectively.
- Strong problem-solving and decision-making abilities.
- Proficiency with CRM software and general office applications (Microsoft Office Suite).
- Self-motivated, highly organized, and able to work independently in a remote setting.
- Stable high-speed internet connection and a dedicated, distraction-free home workspace.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Previous experience in the financial services or credit union industry.
- Familiarity with VyStar Credit Union's products and services.
- Experience with virtual communication and collaboration tools.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company matching.
- Paid time off and holidays.
- Opportunities for professional development and career growth.
- Remote work flexibility with a supportive virtual team environment.
- Employee assistance programs.
- Employee discounts on VyStar products and services.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and interest in this remote opportunity. Please ensure your application highlights your experience in customer relations and your ability to thrive in a remote work environment.