Job Description

Senior Telephone Consultant

Are you an experienced financial services professional who excels in a high-volume contact centerand loves helping members feel confident and supported? Mission Fed Credit Union is seeking a Senior Telephone Consultant to deliver exceptional, relationship-driven service from anywhere in the U.S.

This is a fully remote role for a seasoned professional who brings expertise, reliability, and a member-first mindset to every call.

As a Senior Telephone Consultant, you're often the first voice our members hear. Your expertise, active listening, and problem-solving skills ensure members receive accurate guidance, efficient service, and a consistently positive experienceevery time they call.

If this sounds interesting to you, below are a few more details.

• Serve as a trusted first point of contact, handling a high volume of inbound calls in a fast-paced, multi-skill contact center
• Take ownership of member inquiries, resolve issues efficiently, and advocate for member needs from start to finish
• Accurately process routine and complex transactions including deposits, withdrawals, loan payments, transfers, official checks, and certificate openings
• Within six months, demonstrate proficiency across all queues, including:
• Account Information
• Loan Inquiry & Consumer Loans
• Card Services
• Digital Banking & Bill Pay
• Technical Assistance
• New Accounts
• Backup support for Staff Assistance
• Provide expert-level support for mobile app usage and digital banking troubleshooting
• Create meaningful member connections through courteous, knowledgeable, and professional interactions
• Identify opportunities to deepen member relationships and support financial needs through thoughtful cross-sell conversations
• Consistently meet or exceed monthly metrics for member experience, schedule adherence, service performance, and handle-time efficiency
• Participate in team sales initiatives, contests, meetings, and organizational events
• Maintain strict adherence to security protocols, authorization levels, and regulatory requirements (including BSA)
• Stay current on Mission Fed policies and complete all required compliance training

Here is what we are looking for:

• Education: Associate's Degree or equivalent (relevant experience may substitutetwo years of experience for every one year of education)
• Experience:
• Minimum 5 years in a financial institution
• Minimum 3 years in a call center environment
• Skills & Strengths:
• Exceptional customer service and relationship-building skills
• Strong sales mindset with a consultative, member-focused approach
• Clear, professional verbal and written communication
• Sound judgment, attention to detail, and strong troubleshooting abilities
• Dependable, adaptable, and comfortable working in a fast-paced remote environment
• Technology:
• Proficiency in Microsoft Office and internet-based systems
• Symitar for Windows experience preferred
• Mindset:
• Self-motivated, accountable, and committed to continuous learning and excellence

What we offer:

• One of San Diego and the nation's Top Workplaces three years running!
• Great team and company culture!
• You can't beat a role in sunny San Diego!
• 18 days of PTO in your first year plus 12 holidays a year!
• 6% - 8% 401(k) match
• Full benefits package including medical, dental, vision, life insurance, etc.

Base Pay/Salary: $25.00 - $30.00 an hour, plus incentives! Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act ("CCPA")/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.

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