The Freedom Federal Credit Union Difference
Freedom Federal Credit Union believes that a great member experience begins with a great employee experience. We value our employees not just for their talent, but also for the difference they make to our members and the Baltimore and Harford County communities we serve. We strive to help our employees live up to their fullest potential, and, with that in mind, provide each of them a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We're looking for people to join our team, who share our vision and passion to make a positive financial impact on our members' lives. If you're ready to take the next step, join Freedom to truly make a difference.

This position is eligible for a $500-Sign on Bonus.

Contact Center Representatives will have direct contact with credit union members and potential members requiring the ability to provide superior member service and solve member issues. Contact Center Representatives are responsible for accurately recording information and communicating effectively via phone, live chat, email, and other channels. Bilingual in Spanish is desired but not required. This position also performs daily administrative duties and processes incoming member and merchant requests. This position complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC). Maintains confidentiality of current, past, and potential members and their personal and financial information.

Essential Duties:

• Provides high level of service and creates a positive member experience at each interaction.
• Corresponds with members through telephone (both incoming and outgoing calls), Live Chat and email.
• Keeps records of member interactions and transactions, recording details of inquiries, complaints, and comments using notes, comments, and CRM system
• Promotes credit union products and services by conferring with members to provide information about products and services; outlines features and benefits of Freedom products and services.
• Maintains acceptable call statistics such as call time and hold time.
• Maintains acceptable ratings from member survey feedback.
• Add accounts to memberships and collect all required documentation and information in accordance with CU policy and procedures.
• Accepts and inputs applications for new loans, collecting all required documentation and information in accordance with CU policy and procedures.
• Cross sells products and services and meets production goals set forth by management.
• Processes credit card disbursals in accordance with CU policy and procedures
• Troubleshoots Home Banking, mobile app and Bill Pay inquires.
• Troubleshoots credit and debit card denial inquires.
• Handles disputes from members regarding transactions on their accounts.
• Possesses a working knowledge and understanding of IRAs, banking regulations and Freedom's lending and operational policies in order to service member requests in an efficient, accurate, and timely manner.
• Processes incoming member and merchant requests, such as but not limited to, loan payoff requests; placing stop payments; certificate of deposits and IRAs transactions; statement requests; wire requests; Home Banking and Estatement enrollment; document requests; check withdrawals; check orders; address changes; death notification assistance; and all general inquiries.
• Processes returned mail to include coding accounts for bad address warnings.
• Processes escalated tickets from overflow call center.
• Follows all branch security procedures on a daily basis.
• According to the S. A. F. E. Act (Secure and Fair Enforcement for Mortgage Licensing Act) this mortgage loan originator annually must meet the requirements and be registered in the NMLS (Nationwide Mortgage Licensing System) and Registry

Minimum Requirements:

• High school diploma or GED
• 1 year of direct customer service experience
• Knowledge of principles and processes for providing extraordinary customer service
• Excellent problem solving and critical thinking skills
• Excellent oral and written communication skills including active listening
• Must be PC literate and able to navigate between multiple monitors and systems accurately and efficiently
• Working knowledge of Microsoft Office systems such as Outlook, Word, and Excel
• If offered the position, you will be required to meet the requirements of the S.A.F.E. Act to be registered in the Nationwide Mortgage Licensing System and Registry (NMLS).

Desired Skills:

• A combination of related experience including, but not limited to call center, financial, retail or other similar industry (6 months is desired)
• Knowledge of call center metrics and terminology
• Knowledge and understanding of credit union products and services
• Bilingual in Spanish

COMPANY INFORMATION:

Freedom Federal Credit Union is a community-chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford and Baltimore Counties. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in Harford and Baltimore Counties. To learn more, visit freedomfcu.org.

Freedom provides employees with competitive compensation, an excellent benefit package that includes medical, dental, an employer matching 401(K) Plan, generous paid time off, life insurance, short term and long-term disability insurance, tuition reimbursement, and career advancement opportunities.

Freedom Federal Credit Union conducts credit, bond, and background checks. All new hires must present evidence of authorization to work in the US. Freedom Federal Credit Union participates in the E-Verify program. Freedom Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected Veteran status and will not be discriminated against on the basis of disability.

If you are a disabled applicant and cannot apply online, please contact Freedom directly at for assistance.