Position Summary
The Contact Center Representative delivers exceptional service to members and potential members by handling account inquiries, digital banking support, loan applications, and product recommendations. This role serves as a trusted resource for members, resolving complex account and technology issues while identifying opportunities to promote Credit Union products and services.

Key Responsibilities

• Provide outstanding service through inbound and outbound calls, email, and chat.
• Assist members with online banking, mobile app access, password resets, MFA, account unlocks, and other digital banking issues.
• Troubleshoot debit card, credit card, account-related concerns and research member inquiries.
• Educate members on digital tools, self-service options, and Credit Union products and services.
• Open new accounts, update member information, and process non-monetary account transactions.
• Interview members to identify financial needs and recommend appropriate products and solutions.
• Process consumer loan, HELOC, and second mortgage applications; communicate loan decisions and funding requirements.
• Promote and refer products including loans, credit cards, investments, insurance, GAP protection, and other financial services.
• Support fraud prevention efforts by identifying and escalating suspicious account activity.
• Maintain accurate records of all member interactions and transactions.

What We're Looking For

A motivated, member-focused professional who enjoys helping others, solving problems, and building relationships while meeting service and sales goals in a fast-paced contact center environment.

Requirements

Qualifications

• High school diploma or GED required.
• Minimum six months of contact center, member service, banking, lending, or related financial institution experience preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to troubleshoot mobile app, online banking, and digital account access issues.
• Comfortable handling a high volume of calls while navigating multiple systems.
• Sales-minded with the ability to identify member needs and make effective product recommendations.
• Proficiency with Microsoft Office and computer applications.
• Ability to obtain and maintain NMLS licensing.
• Flexible availability, including evenings and weekends.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources