Contact Center Representative

Job Description

Job Description

Our Opportunity:

The Contact Center Representative is responsible for providing outstanding member service in the CCF member contact center. Makes banking easy and delivers high performance by providing immediate response to members and team members, addresses questions and/or issues that are encountered in the course of doing business with the credit union. Serves as a professional representative of the credit union through all member interactions, which may be via inbound or outbound telephone, online, IVR, mobile banking, and email. Strives to deepen the customer relationship by identifying appropriate products/services and refers customers to other credit union representatives, as appropriate.

What You'll Do in This Role:

• Answers calls within the credit unions specified allotted time to maintain service metrics. Responds to member questions, concerns and inquiries and ensures each member receives outstanding member service by performing within CCF’s vision, mission, goals, and living our service promises through inbound calls, outbound calls, email, and all digital platforms.
• Identifies opportunities to deepen the member relationship by recommending credit union products and/or services to meet the members short-term and long-term financial needs. Educates members on benefits of products and services. Refers members to other credit union representatives, as appropriate.
• Processes transactions, updates account information, and documents member interviews in our core system promptly, efficiently, and accurately with close attention to detail.
• Researches situations and collaborates with internal departments, as necessary, to resolve concerns.
• Performs department related support duties, to include, but not limited to scanning, faxes, and working daily reports.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What You'll Bring To CCF:

• Up to six months of similar or related experience including time spent in similar or preparatory positions.
• A high school degree or GED is required.
• Courtesy and tact are essential elements of the job. 
• Demonstrated strong customer service skills that include proven ability to handle difficult member interactions. 
• Strong communication skills must be demonstrated through oral and written means. Proficient in the Microsoft suite of products including Word, Excel, and Outlook. 
• Possesses basic mathematical skills and is proficient in the use of calculators. 
• Must be able to multitask effectively between multiple systems to assist members with their inquiries. 
• Ability to be bonded.

The Perks of Being Part of CCF:

When you join CCF you’re not just taking a job—you’re joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences.

We offer a comprehensive benefits package designed to support the well-being of our employees:

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

Work Location: This position is based in Troy, Michigan. Hybrid working arrangements are available following 4-6 months of successful employment.

EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.