Contact Center Representative

The Contact Center Representative serves as a trusted first point of contact for members, offering knowledgeable and responsive support across all communication channels. Representatives handle diverse requests-including transactions, account updates, card servicing, and digital banking assistance-while ensuring every interaction is clear, accurate, and member-focused. They excel at guiding members through solutions, using sound judgment and system expertise to create seamless, high-quality experiences. This role contributes directly to the Contact Center's commitment to service excellence and operational accuracy.

HOURS: Monday - Friday 10 AM - 4 PM & 8 AM - noon 2 Saturdays a month
Duties and Responsibilities
Member Service & Problem Resolution

• Deliver accurate and timely account information, servicing, and support in accordance with regulations and internal procedures.
• Resolve member needs across multiple channels with professionalism, empathy, and ownership.
• Perform teller transactions including transfers, fee adjustments, deposits, withdrawals, and account maintenance updates.
• Support Visa debit/credit servicing such as activation, transaction dispute handling, ordering, troubleshooting, and rewards program assistance.
• Process payments/payoffs and provide payment histories or payoff details.
• Provide documentation such as statements, check copies, transaction summaries, verification of deposit, and merchant verification responses.

Digital Banking & Technical Support

• Assist with login support, navigation, and troubleshooting for Digital Banking, Mobile Banking, Bill Pay, and Bank-by-Phone.
• Research and resolve member-reported digital issues or escalate when appropriate.
• Support Print-a-Check-to-Branch and other digital tools.

Relationship Building & Referrals

• Identify member needs and provide accurate product information using a professional, needs-based approach.
• Deepen member relationships by promoting relevant services such as Digital Banking, eStatements, and direct deposit.
• Refer members to specialized departments (Mortgage, Investments, Business Services) as appropriate.

Team Collaboration & Support

• Partner with Specialists and Leads to resolve complex scenarios and maintain smooth service coverage.
• Document interactions thoroughly to support seamless follow-up and team efficiency.
• Actively contribute to a positive, supportive team environment.

Professional Development

• Stay current on credit union products, services, technology enhancements, and promotions.
• Maintain knowledge of BSA, OFAC, CIP, and other regulatory requirements.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance, and the credit union's mission.

Compliance & Risk Management

• Follow fraud-prevention procedures and member authentication standards.
• Ensure all transactions and communications adhere to federal, state, and credit union policies.

Additional Requirements

• Strong problem-solving and analytical skills, with the ability to resolve a wide range of member issues.
• Skilled at navigating multiple systems, applications, and tools simultaneously.
• Professional, empathetic communication skills across phone, chat, and written channels.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Strong typing accuracy (40+ WPM) and attention to detail.
• Proficiency with Microsoft Office Suite.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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