Mission Fed

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Are you an experienced financial services professional who excels in a high-volume contact center—and 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. - 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 Qualifications - Associate’s Degree or equivalent (relevant experience may substitute—two years of experience for every one year of education) - Minimum 5 years in a financial institution - Minimum 3 years in a call center environment Requirements - 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 - Proficiency in Microsoft Office and internet-based systems - Symitar for Windows experience preferred - Self-motivated, accountable, and committed to continuous learning and excellence Benefits - 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!