Contact Center Representative

Position Summary

Serves as a primary point of contact for members seeking assistance by telephone, email, voicemail, and other communication channels. Provides courteous, accurate, and efficient support with account information, transactions, card services, digital banking, loans, and Credit Union products. Researches and resolves member concerns, protects confidential information, and identifies opportunities to strengthen member relationships.

Essential Functions

• Answer incoming calls and provide prompt, professional, and courteous member service.Verify member identity before releasing information or processing account requests.
• Research and respond to questions regarding account balances, transaction history, membership eligibility, policies, products, and services.
• Assist members with online and mobile banking, including enrollment, login assistance, password resets, system navigation, and general troubleshooting.
• Escalate unresolved digital-banking issues to the appropriate employee or third-party vendor and monitor follow-up.
• Assist with Bill Pay, Zelle, Message Pay, Automated Clearing House transactions, wire-transfer inquiries, direct deposits, and other payment services within assigned authority.
• Process authorized internal transfers, loan payments, account-closure requests, payroll distributions, stop payments, and member-information changes.
• Assist members with debit, ATM, and credit card activation, maintenance, lost or stolen cards, suspected fraud, and general card inquiries.
• Initiate card disputes and refer complex fraud or card-related matters to the appropriate department.
• Assist with check orders, reloadable-card transfers, forms, and other account-servicing requests.
• Research account history and transaction activity to resolve member questions and processing discrepancies.
• Identify suspicious or unusual activity and promptly escalate concerns in accordance with established fraud-prevention and compliance procedures.
• Document member contacts, service requests, actions taken, referrals, and follow-up requirements accurately in the core-processing system.
• Respond promptly to member emails, voicemails, Ascension Communicator messages, and other assigned communications.
• Explain the features and benefits of Credit Union products and services and make appropriate recommendations based on member needs.
• Identify referral and cross-selling opportunities while maintaining a service-focused approach.
• Resolve member complaints when possible and escalate complex or unresolved matters appropriately.
• Coordinate with branches and internal departments to ensure timely and consistent member support.
• Process returned mail and undeliverable electronic statements in accordance with established procedures.
• Maintain current knowledge of Credit Union products, services, promotions, policies, procedures, systems, and regulatory requirements.
• Meet established standards for call quality, accuracy, productivity, resolution time, availability, and member satisfaction.
• Provide backup assistance with delivering or retrieving Credit Union mail when assigned.
• Protect confidential member, employee, financial, and Credit Union information.
• Perform other duties consistent with the Call Center Representative position as assigned.

Technical Skills

• Telephone-based member service
• Active listening and professional communication
• Account research and transaction processing
• Online and mobile banking support
• Debit, ATM, and credit card assistance
• Payment services and electronic transactions
• Fraud identification and escalation
• Complaint resolution and service recovery
• Core-processing and digital-banking systems
• Accurate documentation and data entry
• Product recommendations and member referrals
• Microsoft Office and general office equipment
• Organization, accuracy, adaptability, and problem-solving

Qualifications

Education: High school diploma or equivalent required. 

Experience: Three to five years in a financial institution, Call Center, or customer-service role preferred; digital-banking or card-services experience is beneficial.

Physical Requirements

• Ability to sit for extended periods while managing telephone and computer-based member interactions.Frequent use of computers, telephones, headsets, and general office equipment.
• Ability to review account information, transaction records, system messages, and electronic documents accurately.
• Ability to communicate clearly and professionally by telephone, electronically, and in writing.
• Ability to occasionally lift or transport files, mail, forms, and office supplies.

Performance Expectations

• Deliver accurate, courteous, efficient, and confidential member service.
• Meet established standards for call quality, productivity, availability, resolution time, and member satisfaction.
• Process authorized transactions and account requests accurately and within established timeframes.
• Document member interactions completely and follow through on unresolved matters.
• Identify member needs and make appropriate product, service, and departmental referrals.
• Demonstrate dependability, professionalism, adaptability, teamwork, and sound judgment.

Employment Type

Full Time or Part Time

Working Conditions

Work is primarily performed in a Call Center or professional office environment involving continuous telephone and computer use. The position requires frequent interaction with members, employees, branches, vendors, and other departments. Work schedules may vary based on Call Center coverage and business needs.

Disclaimer

This job description describes the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. The Credit Union reserves the right to modify duties as business needs require.