- Salary
- $24 – $30
- Location
- Downey, CA, US
- Type
- Full-time
- Education
- High School
- Closing date
- Today
- Source
- iCIMS
Description
Role
About the Role
For many Members, their experience with Southland starts with a conversation. It might be a question about an account, help resolving an issue, or guidance on finding the right financial product. How we show up in those moments can make all the difference.
We're looking for a Telephone Service Representative who enjoys helping people, communicating with others, and finding solutions. As part of our Contact Center, you'll be one of the voices of Southland, helping Members and potential Members navigate their financial needs while making every interaction feel helpful, professional, and personal.
Whether you're answering questions, processing transactions, researching concerns, or introducing someone to a product or service that could benefit them, you'll play an important role in building relationships and delivering the kind of service that keeps Members coming back.
Major Duties and Responsibilities
Making Every Member Interaction Count
As a Telephone Service Representative, your primary focus will be connecting with Members through our Contact Center phone channel. Each conversation is an opportunity to understand what someone needs, provide accurate information, and make their experience a little easier.
You might help someone with an account question, explain how a product or service works, process a transaction, or research an issue that needs attention. You'll ask questions to better understand each Member's needs, identify appropriate solutions, and connect them with the right department or person when additional support is needed.
Not every conversation will be the same. Some Members may need a quick answer, while others may need a little more guidance or help working through a concern. Your ability to listen, communicate clearly, and follow through will help ensure each person feels heard and supported.
Connecting Members With the Right Solutions
Great service is about more than answering the question in front of you. It's also about recognizing opportunities to help Members make the most of their relationship with the Credit Union.
As you become familiar with Southland's products, services, and operations, you'll use discovery questions to better understand Member needs and recommend relevant solutions. This may include introducing products and services, identifying opportunities to deepen relationships, and helping retain memberships when a Member is considering closing their account.
You'll also support Members through additional communication channels as business needs require, including email, chat, text, video, and other digital channels. Whether you're speaking with someone over the phone or responding to a digital inquiry, you'll bring the same attention to detail, professionalism, and commitment to service.
Behind the conversations, you'll also help keep things moving by processing electronic documents, handling correspondence, maintaining Member files, and completing transactions accurately and securely.
Being Part of the Contact Center Team
The Contact Center plays an important role in how Members experience Southland. You'll work alongside your teammates and other departments to help resolve questions, share relevant feedback, and ensure Members receive the support they need.
You'll build your knowledge of Credit Union products, services, policies, and procedures through training and ongoing learning. As that knowledge grows, you'll become more confident navigating Member questions, recognizing when additional support is needed, and providing solutions that align with both Member needs and organizational goals.
This role also requires flexibility with scheduling. Contact Center schedules are based on business needs and include Saturday shifts.
Success means Members receive timely, accurate, and thoughtful support, questions are handled with care, and every interaction reflects the service standards we want associated with Southland.
Knowledge and Skills
What Helps You Succeed
Experience
- One to two years of similar or related experience.
- Experience in a credit union or banking environment preferred.
- Education
- High school diploma, GED, or equivalent experience.
You'll Be at Your Best in This Role If You...
- Enjoy helping people and can make conversations feel welcoming, professional, and productive.
- Have strong verbal and written communication skills, including the ability to explain information clearly and respond professionally.
- Listen carefully, ask thoughtful questions, and take the time to understand what someone needs before recommending a solution.
- Can navigate questions and concerns, research issues, and identify appropriate next steps.
- Are comfortable introducing products and services when they align with a Member's needs.
- Pay close attention to detail and understand the importance of processing transactions and requests accurately.
- Can manage multiple inquiries while responding within established service expectations and timelines.
- Are comfortable using computers, navigating electronic communications, and working with Microsoft Word, Excel, and PowerPoint.
- Value teamwork and know when to involve a manager or another department to ensure an issue is handled appropriately.
- Are adaptable and willing to learn new products, services, procedures, and ways of supporting Members.
- Can maintain confidentiality and follow established security standards and applicable regulations.
Why Southland?
At Southland Credit Union, our purpose is People Helping People. For our Contact Center, that purpose comes to life through the conversations we have with Members every day.
We understand that behind every question or request is a person looking for guidance, support, or a solution. Our team plays an important role in making financial services more approachable and ensuring Members know they have someone they can turn to.
With deep roots in Southern California, Southland is built on relationships, trust, and a commitment to helping Members achieve financial well-being. As a Telephone Service Representative, you'll contribute to that experience by being a helpful, knowledgeable, and dependable point of contact.
If you enjoy connecting with people, solving problems, and making a difference through everyday interactions, we'd love to hear from you.
Equal Opportunity & Pay Transparency
Southland Credit Union is an Equal Opportunity Employer. In accordance with California law, the pay range for this position is included in the job posting. Actual compensation will be based on qualifications, experience, skills, and business needs.