Contact Experience Agent

Job Description

Job Description

Job Summary

Responsible for delivering exceptional, high-quality service to members across all Contact Experience Center channels, including phone, Interactive Teller Machines (ITMs), chat, email, secure messaging, text, and digital banking platforms. Serves as a primary point of contact for member support, financial transactions, account servicing, and product and service education. Ensures members receive accurate, timely, and professional assistance while maintaining strict confidentiality, operational accuracy, and regulatory compliance. Builds and strengthens member relationships by identifying needs, resolving issues, and recommending appropriate credit union products and services. Operates in a fast-paced, digital-first environment requiring strong multitasking, adaptability, and problem-solving skills while maintaining a strong focus on member experience, efficiency, and quality.

Responsibilities and Duties

• Provide professional and courteous service to members through inbound phone calls and all digital service channels. Verify member identity, assess needs, and either resolve requests directly or connect members with the appropriate internal resource while minimizing effort and resolution time.
• Accurately process a wide range of financial and account transactions, including transfers between accounts or loans, loan and credit card payments, stop payments, debit card maintenance (closures and reorders), balance inquiries, account history requests, disputes, and other service-related requests.
• Assist members by identifying immediate needs and proactively uncovering additional opportunities to strengthen relationships. Promote credit union products and services when appropriate based on member needs and financial goals.
• Independently manage and resolve member inquiries across multiple platforms, including ITMs, chat, email, secure messaging, mobile banking, remote deposit capture, bill pay, and related digital services. Take ownership of issues within scope and ensure timely and accurate resolution.
• Provide troubleshooting and basic technical support for digital banking services and remote channels, escalating issues when necessary while ensuring members are kept informed throughout the resolution process.
• Respond to member complaints and complex inquiries with professionalism, empathy, and accuracy. When issues cannot be resolved directly, ensure appropriate escalation and follow-up to maintain a positive member experience.
• Operate effectively in a fast-paced, multi-tasking environment while managing multiple systems and communication channels simultaneously. Maintain accuracy, efficiency, and adherence to established service level expectations.
• Complete required documentation, transaction reports, end-of-shift balancing, and operational procedures accurately and within required timeframes.
• Maintain a thorough understanding of credit union products, services, policies, and procedures. Complete all required training, certifications, and product knowledge assessments as assigned.
• Maintain a professional, respectful, and service-oriented work environment that reflects credit union values in appearance, communication, behavior, and teamwork.
• Carries out supplementary tasks aligned with the role and department objectives.

Qualifications and Skills

• Up to six months of similar or related experience including time spent in preparatory positions.
• High school degree or GED required.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

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