Call Center Agent - FairWinds : Job Details

Financial Freedom Happens Here – and it starts with YOU. At FAIRWINDS Credit Union, we're more than a workplace; we're a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We are looking for qualified customer service professionals who have a desire to take the first step in helping our members live financially free! Start your journey in our East Orlando Contact Center, located at 3087 N. Alafaya Trail. We offer a starting pay of $19.00/hour, along with a monthly performance incentive. All new crew members are required to work onsite for the first six months to ensure full training and integration into our service model. After six months, based on performance, hybrid or remote flexibility may become available. Our Contact Center operates:

• Monday through Friday: 7:00 AM – 9:00 PM
• Saturday: 8:00 AM – 3:00 PM
• Schedules are assigned through a shift bid process based on business needs and performance.

Your Role in Our Mission:

• Deliver excellent service by answering inbound calls, actively listening to members, and resolving inquiries with professionalism and empathy.
• Assist members with day-to-day banking needs, including account inquiries, online banking support, funds transfers, loan payments, debit card assistance, and more.
• Promote FAIRWINDS products and services by identifying member needs and recommending solutions that support their financial goals.
• Educate members on digital tools such as our mobile app and online banking platform to help them bank confidently and independently.
• Maintain accurate and thorough documentation of member interactions using internal systems and follow up as needed to ensure resolution.
• Meet performance goals related to service quality, productivity, and member satisfaction.
• Uphold compliance and security standards by following policies, procedures, and guidelines to protect member information and credit union integrity.
• Embrace the FAIRWINDS Way by consistently demonstrating our core values in every member and crew interaction.

What Makes You a Great Fit:

• Previous customer service experience required; contact center, retail banking, or hospitality experience is preferred.
• Must be comfortable working in an open Contact Center environment with consistent noise, lighting, and temperature for extended periods.
• Strong communication skills with the ability to actively listen, ask questions, and convey information clearly and professionally.
• Demonstrated ability to handle a high volume of member interactions with patience, positivity, and accuracy.
• Comfort with technology, including the ability to navigate multiple systems, use online banking tools, and troubleshoot digital platforms with members.
• Strong problem-solving skills and sound judgment when handling member concerns and sensitive information.

A Culture of Care and Reward:You give your best, and we give back with a comprehensive and meaningful rewards package:

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible to receive a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey's SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

This is more than your next job. It's your next step in changing lives; starting with your own. About FAIRWINDS Credit UnionAt FAIRWINDS Credit Union, Financial Freedom Happens Here. Headquartered in Orlando, we've proudly served members for more than 70 years. Our mission - Changing members' lives on the journey to Financial Freedom - guides every decision we make, and our vision is simple: Members financially free. Through The FAIRWINDS Way, we foster a culture built on integrity, accountability, and teamwork. We are also proud to be nationally endorsed by The Dave Ramsey Show as a trusted provider committed to financial wellness! We're honored to be recognized as one of the Forbes 2024 Best-in-State Credit Unions and Orlando Business Journal's Best Places to Work. Join a top workplace where your purpose matters, and your growth is supported every step of the way. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.