Contact Center Specialist I

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Essential Functions and Responsibilities

• Recognizes and responds to member relationship opportunities using a consultative sales and service approach within a defined set of lending contact center workgroups.
• Assists members in evaluating their current and future financial goals by conducting quality guidance and credit reviews to provide solutions with Credit Union loan products and services.
• Manages loan pipeline to ensure timely follow-up and cultivates leads into successes.
• Maintains integrity and confidentiality when handling members' accounts.
• Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including essential problem resolution.
• Displays strong internal and external member relation skills by handling lending issues at the point of contact, utilizes good follow-through, and remains professional.
• Responsible for timely documentation of all aspects of the loan process and maintaining detailed notes of activity and member responses.
• Follows up on pending and approved loans that have not been booked utilizing available reports.
• Participates in the team environment, displaying community/credit union involvement, shares success stories, and remains professional with internal members.
• Takes the initiative to move into higher roles of responsibilities within the contact center.
• Promotes Truliant ancillary products when applicable, including Payment Protection, GAP, and Mechanical Repair Coverage on eligible loan products.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have excellent communication skills in English, both verbal and written
• Must have a thorough understanding of Credit Union operations, financial products, services and delivery systems
• Must have advanced knowledge of all Credit Union lending products and services including ancillary lending products
• Must have basic arithmetic skills
• Must demonstrate strong personal and time management skills.
• Must have intermediate PC skills, with intermediate-level knowledge of Microsoft Excel, Word, and Outlook
• Must have the ability to work well under pressure in a goal-oriented environment
• Must have ability to understand business processes within the Credit Union
• Must be detail oriented and well organized, with the ability to multi-task
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete assignments with minimal supervision
• Must be able to become proficient in loan processing and closing procedures
• Must be able to learn lending products as well as ancillary lending products, services, and delivery systems
• Must become proficient with both lending and member service skills
• Must be able to work in a general office environment
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to use a telephone and wear a phone audio headset
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent
• Previous call center experience preferred
• Previous experience in the financial industry preferred
• Previous experience in sales environment preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account