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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!