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Telephone Banker

Rochester, New York
Job Type
17 Sep 2022

Customer Service Experience Preferred!




Set schedule, Monday - Saturday with a day off during the week, and every Sunday off. Contact center is open Monday - Friday 7:00 a.m. - 7:00 p.m. and Saturday 8:30 a.m. - 2:00 p.m. This position is remote eligible up to 40% of the time.

Purpose of Position:

The Telebanker II is a progression position from the Telebanker I role. This position is accountable for helping customers with second-level support via phone to identify and recommend the most appropriate products and services for their financial needs, to build long-term mutually beneficial relationships and support the achievement of business results.  This position also promotes and provides comprehensive support of ESL's digital channel features, which includes general site navigation, password resets, and bill pay services.

Principle Accountabilities:

  • Receive a high volume of incoming calls from members and assist them with a variety of transactions to meet their financial needs in a contact center environment
  • Help customers recognize and find the right solutions at the right time to their financial needs which will build long-term mutually beneficial relationships and support the achievement of business results.  This includes:  
    • Net Promoter Score target
    • Employee Satisfaction target
    • Satisfactory audits
    • Sales objectives to support ESL's strategic plan

Engage in supporting the key building blocks to ESL's success including

  • Embracing the philosophy that my success as an individual is not placed ahead of the success of the team or the customer
  • Modeling ESL's core values 
  • Engaging in continuous self-development
  • Supporting the VolunCare Program
  • Active participation and use of ESL's established recognition tools
  • Promotion of ESL's digital channel features and functionality


  • High School diploma or High School equivalency diploma required
  • Minimum 1 year customer service experience required
  • 2 years of customer experience preferred 
  • Financial industry experience preferred
  • Extremely comfortable working with computers using word processing, spreadsheet software and a variety of applications in a windows environment
  • Strong, effective verbal communication skills
  • Strong analytical, problem solving, and decision making abilities
  • Ability to multitask in a fast-paced environment
  • Ability to maintain poise and professionalism under pressure
  • Understanding of banking fundamentals, products & services
  • Demonstrate alignment with ESL's Core Values, mission, vision, and Purpose to help our community thrive and prosper

Why work at ESL?

ESL is one of the largest and most successful federal credit unions in the country. We are locally owned and known for valuing people and sharing our success with our employees. We are proud to hire great people with a variety of perspectives and cultural backgrounds.

ESL offers a very generous compensation and benefits package including health, dental, life, 401k, pension, vacation, paid holidays, performance incentives, and more.

We're committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work! 



Licenses & Certifications

  • NMLS

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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  • Job Reference: 714816726-2
  • Date Posted: 17 September 2022
  • Recruiter: ESL Federal Credit Union
  • Location: Rochester, New York
  • Salary: On Application
  • Sector: Banking & Financial Services
  • Job Type: Permanent