Contact Center Officer - Phones (On-site position)

About the role

The Contact Center Officer (On‑site) position is based at the Grand branch in Laramie, WY. This is a full‑time role reporting to the Contact Center Operations Manager/Director.

Responsibilities

• Receive, respond to, and assist with incoming and outgoing phone calls, chats, emails, and text messages.
• Promote and sell products and services.
• Respond to voicemail as needed.
• Establish, maintain, and close savings and transactional accounts within established boundaries.
• Perform administrative support duties for consumer loans.
• Open, close, and troubleshoot debit and credit cards.
• Ensure adherence to Credit Union policies and procedures and consistently promote UniWyo products and services.
• Respond to members’ requests, concerns, problems, and complaints regarding their accounts.
• Communicate clearly and convey accurate information.
• Identify members’ needs and direct them to appropriate departments.
• Evaluate and promote products and services that may benefit members.
• Answer members’ questions promptly, accurately, and concisely.
• Perform correspondence‑related functions.
• Compile information and route it to appropriate departments.
• Prepare, update, and maintain files.
• Enter data into electronic and/or manual systems.
• Assist the Manager or Director of Contact Center Operations as required.
• Respond to inquiries made in writing, electronically, by phone, and/or in person.
• Assist with training new Contact Center Officers and Service Representatives.
• Recommend changes to existing policies and procedures.
• Effectively manage member inquiries across communication channels by responding promptly and accurately to text messages, emails, and real‑time chat.
• Demonstrate excellent written communication that is clear, professional, with strong grammar, spelling, and tone control.
• Seamlessly switch between platforms while maintaining accuracy and quality under time pressure.
• Manage multiple conversations and tasks simultaneously; demonstrate quick and accurate typing; navigate digital platforms to resolve basic technical issues.
• Recognize and respond appropriately to members’ emotions to ensure they feel heard and supported.
• Use effective time management to handle high volumes of interactions and adapt quickly to new processes, systems, and member needs.
• Responsible for compliance with the Bank Secrecy Act and Anti‑Money Laundering requirements, including monitoring for potential illegal activity as it pertains to this position.
• Perform other duties as assigned.

Qualifications

A high school diploma or GED and one (1) year of relevant accounting, banking, sales or closely related experience, or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Skills

• Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law and other governing rules and regulations.
• Knowledge of the Credit Union’s policies and procedures.
• Knowledge of the principles of customer service.
• Skill in assessing and prioritizing multiple tasks, projects and demands.
• Skill in working within deadlines to complete projects and assignments.
• Skill in assessing, analyzing, identifying, and recommending solutions to problems.
• Skill in establishing and maintaining effective working relations with co‑workers, other UniWyo employees, representatives from other credit unions