Contact Center Associate

About Our ClientThe organization operates within the financial services sector as a member-focused credit union, providing accessible banking products, financial services, and personalized support. It emphasizes community growth, employee development, and an inclusive workplace while using technology and service innovation to strengthen member relationships.About the OpportunityThe Contact Center Associate provides high-quality support to members across multiple communication channels, with a primary focus on phone-based service. This role assists members with financial products, account services, transactions, and technical solutions while ensuring accuracy, compliance, and a positive member experience.Responsibilities• Handle high volumes of member calls and inquiries while meeting established service and quality standards.• Provide knowledgeable support for financial products, card services, online banking, and related member services.• Process transactions accurately and follow established verification and risk mitigation procedures.• Use sound judgment to resolve member issues and escalate complex or sensitive cases appropriately.• Build member loyalty through empathetic, professional, and solution-focused interactions.• Educate members on digital banking tools and encourage appropriate self-service options.• Meet individual and team performance goals, including call handling, productivity, and quality metrics.• Participate in coaching, mentoring, and professional development activities.• Maintain current knowledge of financial products, policies, procedures, and regulatory requirements, including Bank Secrecy Act guidelines.• Communicate effectively in English and, when applicable, an additional language.• Maintain a secure and professional remote work environment.• Provide support during business continuity events and changing operational needs.• Maintain reliable attendance and complete additional duties as assigned.Requirements• Minimum 1 year of experience in sales or retail service.• Minimum 1 year of experience working in a high-volume call center environment.• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.• Accurate 10-key and typing skills with a minimum typing speed of 55 WPM.• Strong telephone etiquette and verbal communication skills.• Ability to de-escalate difficult situations and communicate courteously with members.• Basic mathematical skills and strong attention to transactional accuracy.• Ability to manage competing priorities in a fast-paced environment.• Ability to maintain confidentiality and follow financial services compliance requirements.• Preferred: Associate degree or higher.• Preferred: Experience in a financial institution in a member-facing, transaction-intensive position.• Preferred: Experience supporting members through chat, text, or video channels.• Preferred: Familiarity with Fiserv DNA and Architect systems.Pay Range and Compensation Package• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.