Part-Time Remote Contact Center Representative – Delivering Exceptional Member Experiences in the Financial Industry

Introduction to Pelican State Credit Union

Pelican State Credit Union has been a cornerstone of financial services in Louisiana since 1956, growing into the largest state-chartered credit union in the state and serving over 68,000 members nationwide. Our mission is built on a foundation of faith, guided by the golden rule of 'love thy neighbor', and we strive to create a safe, inclusive work environment that values diversity and promotes a culture of excellence. We are now seeking a highly motivated and customer-focused Part-Time Remote Contact Center Representative to join our team, someone who is passionate about delivering exceptional member experiences and contributing to the financial wellness of our community.

Job Overview

The role of the Part-Time Remote Contact Center Representative is to provide top-notch service to our members, addressing their financial needs, and ensuring a "WOW" experience with every interaction. This is an exciting opportunity for someone who thrives in a fast-paced, sales-oriented environment and is eager to grow their skills in the financial industry. As a representative of Pelican State Credit Union, you will be the face and voice of our organization, making a real impact on the lives of our members.

Key Responsibilities

• Answer member phone calls and provide first-call resolution on various financial issues, ensuring timely and effective solutions.
• Actively promote and cross-sell all Credit Union products and services by identifying member needs, achieving established goals, and contributing to the growth of our business.
• Utilize strong listening, communication, and problem-solving skills to diplomatically handle and resolve member issues, providing a positive and supportive experience.
• Accurately process member transactions over the phone, ensuring compliance with all required regulations, procedures, and policies.
• Maintain up-to-date knowledge of our products, services, and policies, staying informed about industry trends and developments to provide expert advice and guidance to our members.

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma or equivalent, demonstrating a strong foundation in education and a commitment to learning.
• At least 1 year of customer service experience, preferably in a financial or sales environment, with a proven track record of delivering exceptional customer experiences.
• Excellent oral, written, and telephone communication skills, with the ability to articulate complex information in a clear and concise manner.
• Strong problem-solving and member service skills, with a customer-centric approach and a passion for resolving issues and exceeding expectations.
• Working knowledge of Microsoft Office products, especially Word, Excel, and PowerPoint, with the ability to learn and adapt to new systems and technologies.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous experience in a contact center or remote work environment, with a proven ability to work independently and manage time effectively.
• Knowledge of financial products and services, including banking, lending, and investment solutions, with a willingness to learn and develop expertise in these areas.
• Experience with sales and cross-selling techniques, with a strong understanding of how to identify and meet customer needs.
• Bi-lingual or multi-lingual skills, with the ability to communicate effectively with diverse customer groups and provide inclusive support.

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
• Excellent problem-solving and analytical skills, with the ability to think critically and creatively to resolve complex issues.
• Ability to work in a fast-paced environment, prioritizing tasks and managing time effectively to meet deadlines and achieve goals.
• Strong attention to detail, with a focus on accuracy and quality in all aspects of work.
• Ability to adapt to change and learn new systems, processes, and technologies, with a commitment to ongoing learning and development.

Career Growth Opportunities