Job Description

Job Title: Financial Solutions Representative I

Job Type: Full-Time

Department Hours: Monday – Friday 8:00 AM – 8:00 PM; Saturday 8:00 AM – 5:00 PM

Location: Virginia Beach, VA

Hiring Range: $20 - $21 per hour

(Higher compensation may be considered based on experience, qualifications, and internal equity)

All of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.

A Financial Solutions Representative I reports to the Member Solutions Center Service Manager and is responsible for providing exceptional service experiences in a fast-paced call center environment. Day to day interactions include assisting and educating members on successfully managing their credit union relationship. Representatives are accountable for accurately assisting callers with credit union eligibility, account transactions, online banking support and account maintenance requests. All experiences delivered should contribute positively to the channels assigned performance objectives.

Responsible and Accountable for:

• Taking inbound calls from members and non-members for general servicing inquiries for checking, savings, credit cards, certificates of deposit, business accounts and loan products (auto, equity, line of credits and personal loans)
• Option to work hybrid based on skillset and time in position
• Exercise problem solving skills and promote the benefits of membership
• Update member and account information as needed
• Maintain Member Solutions Center service levels by handling a high volume of calls in a fast-paced environment
• Communicate using extraordinary soft skills during complex conversations to deliver an outstanding member experience. 
• Handle complex conversations and situations professionally to create an outstanding member experience on every call.
• Consistently and effectively cross-selling credit union products and services to achieve assigned referral goals.
• Ability to respond to member inquiries regarding current products and services, as well as current promotions.
• Utilize “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance
• Comply with all member verification processes to mitigate risk and protect the member and the credit union for fraud or loss.
• Comply with all record keeping requirements of the Bank Secrecy Act for wire funds transfers of $3,000 or more.

Knowledge, Skills and Abilities:

• Possess superior organizational skills that enable accurate and efficient service experiences.
• Possess superior verbal and written communication skills.
• Possess the Credit Union knowledge required to educate members on the features and benefits of credit union products and promotions
• Possess deep knowledge of all credit union products to assist in problem solving and generate referrals to support the CU’s multiproduct strategy
• Ability to provide information to current and prospective members concerning eligibility for membership, products and services (loans and deposits).
• Ability to act as a problem solver, information provider and liaison between members and various internal departments.
• Ability to complete accurate and timely currency transaction reports as required by the Bank Secrecy Act.
• Ability to work in a fast paced, ever-changing environment.
• Demonstrate strong work ethic that supports organizational values and demands the highest standard of conduct from self and others.
• Self-motivated to meet performance goals.
• Ability to comply with all state and federal regulations.
• Ability to complete accurate and timely currency transaction reports as required by the Bank Secrecy Act.
• Ability to respond, establish and maintain control when handling challenging interactions while simultaneously representing Chartway with the highest degree of professionalism.

Education and Experience:

• Education: High school education or equivalent GED.
• Experience: One year retail or customer service, preferably in a call center environment.

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included, and resumes must be accompanied by a Chartway Employment Application for consideration.

Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer.

If a reasonable accommodation is needed for the job interview process, please contact our Talent Acquisition Team at 1-877-319-4818 extension 74862 or email us at recruiter@chartway.com.