Contact Center Representative

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.