Now Hiring - power financial credit union - Call (Contact) Center - Personal Banker in Pembroke Pines, FL

Full description of the position

Power Financial Credit Union voted a Top Workplace by Sun Sentinel, 2017, 2018 and 2024; Ranked in the Top 30 of the highest performing Credit Unions in the US and #1 in Florida by S & P Global Market Intelligence. Power Financial Credit Union provides a stimulating work environment that is both productive and enjoyable. We are currently searching for a dynamic Contact Center Personal Banker Representative to join our Credit Union family. This position will be based at our Sheridan Branch location (Pembroke Pines- I-75 & Sheridan) *location. This position is responsible for an array of contact center service duties and will have some HYBRID options after a 4-5 month training period. This will include serving as the first point of contact for incoming member calls and account inquiries all while maintaining daily operational duties. This position must have ability to learn and promote products and services and adhering to all BSA Compliance rules and regulations. Explains, educates, promotes, refers, and cross-sells PFCU products and services. This position will serve as the first line of defense in preventing fraud and mitigating risk. This position will communicate effectively with all PFCU partners to ensure "One Team One Goal" is always top of mind. In this position you will: * Handle a myriad of Contact Center personal banking related duties to include: 1) handling incoming loan requests for members including having conversations on Residential Mortgage loan applications and business services; 2) listening to members needs to provide personalized financial solutions; 3) fulfilling origination of loans to include application and processing and 4) performing the activities required to meet production targets. * Handle a myriad of Contact Center Service related duties to include: 1) effectively explains, educates, promotes, refers, and cross-sell respective PFCU products and services in conjunction with ongoing marketing initiatives; 2) opens and maintains a variety of accounts, products, and/or services for members after consulting on their individual needs; 3) refer members to appropriate business lines to ensure member needs are met; 4) perform the activities required to meet referral targets and any assigned goals; 6) look for cues that will connect a promotion or financial solution to an expressed need; 7) open service event tickets as appropriate while maintaining timely member follow up; and 9) ensure all transactions are processed accurately * Provide superior member service by following PFCU member experience standards all while complying with BSA and Compliance regulations, departmental procedures, security procedures, and all other PFCU policies and procedures. In addition, will strive to answer incoming calls, chats and secure messages and help desk service events to continuously maintain our Service Level Agreements (SLAs) standards. * Demonstrate problem solving skills and the ability to handle complex and multiple priorities. Maintain a high level of personal integrity through a friendly and professional demeanor in addition to complying with the Code of Ethics & Conduct. Ensure Net Promoter Score/NPS meets PFCU standards * Answer phone and email requests from other branches and departments in a timely manner within the required SLA. * Provide support to other branches as needed. * Ensure adherence at all times to all PFCU policies and procedures, all required state and federal regulations including the Bank Secrecy Act. * Promote the PFCU brand at all times by supporting PFCU's goals (Membership Growth, Deposit Growth, Loans & Community Involvement) while maintaining PFCU Values (R.E.S.P.E.C.T.). To be considered you will need: * High School graduate or GED equivalency required. College degree preferred. * Minimum: 2 years of platform banking sales of financial products in a financial setting or 1-year financial call center experience with consumer loan origination. * Demonstrated ability to improve our members' financial well-being via timely and relevant referrals and have aptitude for cross selling. * Demonstrated ability to drive sales conversations with members. * Must be computer literate, with a strong working knowledge of Microsoft applications: Word and Excel. * Must have strong attention to detail to include solid data entry with limited errors. * Must have ability to work in a very fast paced environment with continued calls in que. * Must possess the ability to remain calm, patient, objective, and professional when presented with difficult situations. * Must be able to work in a time sensitive environment and communicate decisions to all stakeholders. * Must have ability to communicate both orally and in writing effectively and maintain effective working relationships. * Must have ability to handle confidential/sensitive matters using sound judgment. * Must have ability to communicate both orally and in writing effectively and maintain effective working relationships. * Must have ability to meet attendance standards and adhere to work schedules. * Must have ability to build rapport with members and recommend personalized banking financial solutions. * Requires successful registration and issuance of a unique identification number from the Nationwide Mortgage Licensing System (NMLS) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE ACT). MUST be available to work Saturdays. (Alternate Saturdays 8:00 am - 1:30 pm) Equal Opportunity Employer (EOE)/ Veterans/Disabled/ Drug-Free Workplace Job Type: Full-time Pay: $23.00 per hour Benefits: * 401(k) * 401(k) matching * AD&D insurance * Dental insurance * Employee assistance program * Health insurance * Health savings account * Paid time off * Referral program * Tuition reimbursement * Vision insurance Physical Setting: * Call center Schedule: * Monday to Friday Supplemental Pay: * Bonus opportunities * Holiday pay Ability to Commute: * Pembroke Pines, FL 33028 (Required) Ability to Relocate: * Pembroke Pines, FL 33028: Relocate before starting work (Required) Work Location: In person