Contact Center Agent - Tier 1

Contact Center Agent

Some calls are simple. Someone forgot a password. A debit card isnt working. A payment needs to get there today.

Other calls are bigger. A member is stressed, confused, or trying to make a smart money move and needs someone who can listen, explain the options, and help them find a way forward.

Thats where you come in.

As a Contact Center Agent at Air Academy Credit Union in Colorado Springs, youll help members solve every day financial problems while building skills that can grow into a long-term career. Youll start by learning the essentials, helping with a wide range of member needs, and developing the knowledge to take on more complex responsibilities as you progress through our Contact Center tiers.

Heres How You Can Grow

This role is designed with a clear path forward.

Tier 1 Youll build a strong foundation by helping members with basic transactions and account maintenance, credit card and loan payments, debit card questions and maintenance, online banking, and ACH assistance.

Tier 2 Youll take on everything from Tier 1, plus more specialized transactions such as consumer loan

Contact Center Tier 1 agents are typically expected to progress to Tier 2 within approximately 60 to 90 days after demonstrating proficiency in Tier 1 duties and completing required training. Timing may vary depending on department needs, training availability, and operational factors.

What Youll Do

• Help members by phone and messaging with everyday account questions, transactions, and financial needs.
• Work through a steady flow of member conversations while making each person feel heard and supported.
• Research issues, find clear resolutions, and help de-escalate difficult situations when something hasnt gone as planned.
• Help members confidently use online and mobile banking, including login assistance, browser questions, app support, and common troubleshooting.
• Listen to what members actually need, explain their options clearly, and recommend credit union products and services that may help.
• Work toward monthly and annual sales goals while keeping the members needs at the center of the conversation.
• Protect member information by following AACUs security, privacy, and information-safeguard requirements.

Youll Probably Thrive Here If

• You really listen. You want to understand the problem before jumping to an answer.
• You keep your cool. One difficult conversation doesnt follow you into the next one.
• You like figuring things out. Youre comfortable researching answers, learning systems, and finding a way forward.
• People can count on you. You show up on time, prepared, and ready to help members and teammates.
• You communicate clearly. You can explain financial information in a way that makes sense and helps people feel confident about what comes next.
• Youre comfortable with goals. You can identify needs, recommend helpful solutions, and stay accountable for service and sales expectations.
• You care about getting it right. You work efficiently without sacrificing accuracy or the member experience.

What Youll Need to Bring

• High school diploma or general education degree (GED).
• One year of related experience and/or training in sales, a call center, or a financial services environment is preferred.
• Strong communication and organizational skills.
• Ability to work branch hours as needed, including some Saturdays.
• Ability to educate members about credit union products and services and recommend solutions based on their needs.
• Comfort learning and using online banking tools, mobile applications, browsers, and other digital systems.

Pay Information

The pay ranges represent the low and high end of the starting base salary range for this position. This position is eligible for incentives based on overall performance.

• Grade Value 700 (Tier 1): $19.15 - $21.95 per hour
• Grade Value 800 (Tier 2): $20.50 - $24.10 per hour

Training and Schedule

Paid training will be held at our corporate location in Colorado Springs for two full weeks.

• Training schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m.
• Training start date: November 30, 2026

Hybrid schedule eligible after 90 days based on performance metrics.

Some Saturdays will be required.

What You Get

You spend your day helping other people move forward. We want you to have room to move forward, too.

Full-time AACU employees receive benefits including:

• Paid sick and vacation time
• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with 6% company match
• Tuition reimbursement after 90 days of employment
• Auto loan discounts
• Mortgage loan discounts
• Opportunities to build new skills and grow within the Contact Center tiers

A Little About AACU

Air Academy Credit Union has been recognized as a Gazette Best Workplace since 2017. We serve more than 43,000 members and manage more than $810 million in assets.

But numbers only tell part of the story.

Our work is about helping people make progress with their money, whether that means solving a problem today or taking a step toward something bigger tomorrow. We believe in doing whats right, not whats easy, and finding financial solutions that fit real life.

We also invest time, money, and resources in organizations, projects, and programs that strengthen the communities we serve.

Youll work alongside people who share what they know, step in when things get busy, and want to see you succeed.

Youll help members move forward with their money. Well help you keep moving forward, too.

We anticipate this job posting to close on November 14, 2026. Please submit your application at your earliest convenience to be considered for this position.

AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. We perform pre-employment drug testing, consumer credit history checks and criminal background checks. AACU uses E-Verify to check that new hire documents are valid and fully authorized to work in the U.S. as required by federal law.