Contact Center Representative

The Contact Center Representative provides prompt, professional, and solutions-focused service to Credit Union members and potential members. This role serves as a primary point of contact for complex member needs, including digital banking support, account servicing, financial transactions, lending applications, and product referrals. The ideal candidate is tech-savvy, sales-driven, member-focused, and thrives in a fast-paced contact center environment. Essential Duties & Responsibilities Technical Support (40%) Assist members with Digital Banking, Mobile App, and device-related issues, including account unlocks, password resets, user ID recovery, and multi-factor authentication Troubleshoot mobile phones, tablets, PCs, and browser-related issues Guide members through website and app navigation, upgrades, and updates Educate members on self-service and automated financial tools Review and troubleshoot Visa debit and credit card issues using FIS and Visa Assist Identify and escalate complex technology issues as appropriate Utilize multiple systems daily, including lending, retail operations, fraud, and contact center platforms Financial Services & Member Support (30%) Handle a high volume of inbound and outbound calls, chat, and e-mail inquiries Interview members to assess financial needs and recommend appropriate products and services Cross-sell Credit Union products and services and generate quality referrals Conduct account research, resolve issues, process non-monetary transactions, and update account records Process Visa card replacements, authorized users, ATM and POS limit increases Complete disputes, fraud claims, and check order requests De-escalate member concerns with professionalism and empathy Maintain accurate documentation of member interactions Support fraud prevention efforts and maintain strict confidentiality and security standards Lending Support (25%) Interview members and process consumer loan, HELOC, and second mortgage applications Communicate loan decisions, terms, and documentation requirements accurately and timely Complete loan signing, funding, and follow-up Sell ancillary loan products such as GAP, debt cancellation, and mechanical breakdown coverage Process Visa Credit Card limit increases and Advance Pay Loans Ensure compliance with lending regulations and internal policies Administrative & Team Support (5%) Assist with opening and closing procedures as needed Support training and onboarding of new Contact Center Representatives Cross-train team members and lead staff meetings when requested Maintain branch supplies and complete administrative duties as assigned Qualifications Knowledge, Skills & Abilities Strong understanding of financial institution products and services Proficiency in Microsoft Outlook, Teams, Word, Excel, and PowerPoint Experience navigating multiple systems and troubleshooting technical issues Excellent verbal, written, and interpersonal communication skills Ability to manage high call volumes and multitask efficiently Sales-driven mindset with the ability to meet or exceed monthly goals Strong analytical, decision-making, and problem-solving skills Ability to maintain schedule adherence and flexible availability Ability to obtain and maintain NMLS licensing Typing speed of at least 35 WPM Comfortable working in a fast-paced, performance-driven environment Education & Experience High school diploma or GED required Minimum of 6 months' experience in a Contact Center or financial institution environment Experience in new accounts and consumer lending preferred Previous telephone sales experience is a plus Must successfully complete required Contact Center and $uccess training within 12 months Why Join Us? Competitive pay and benefits Growth and advancement opportunities Supportive, team-oriented culture Opportunity to make a meaningful impact on members' financial lives (function () { 'use strict'; socialShare.init(); })();