Contact Center Representative

Overview

Salary Range: $20.14 - $27.70 Hourly. Travel Percentage: Negligible.

About the Role

Hoosier Hills Credit Union is seeking a friendly, service-driven, and motivated Contact Center Representative to join the Retail Delivery team. This role ensures members receive outstanding service through phone and digital channels, builds and strengthens member relationships, and supports a wide range of member needs including account servicing, product recommendations, and member-based solutions. Successful candidates are passionate about helping others, committed to delivering exceptional member experiences, and motivated to identify solutions that help members achieve their financial goals.

What We Offer

• Competitive Salary: $20.14 - $27.70, commensurate with experience.
• Comprehensive Benefits Package: Including health insurance, retirement plans, paid time off, 401k with company match and more.
• Impactful Work: Help empower brighter financial futures and strengthen communities through extraordinary service and genuine connection, one Member at a time.
• Supportive Environment: Work with a team that values your contributions and supports your professional growth.
• Growth Opportunities: Advance your career within a dynamic and rewarding organization.
• A Rewarding Career: Be part of a team dedicated to making a positive difference in the lives of our Members and Team Members.
• Professional Development: Gain valuable experience in member service and financial solutions while building a rewarding career in the credit union industry.

Responsibilities

• Mission-Driven Service & Member Experience: Uphold HHCU's mission: "To be better for our members by making a positive difference in their lives and the communities we serve." Provide exceptional service through friendly, informative, and solution-oriented communication. Take ownership of member needs and provide follow-through until resolution. Build strong relationships by understanding and anticipating member goals. Collaborate across departments to support the full range of member services.
• Member Support & Service Delivery: Assist members with account transactions, maintenance requests, inquiries, new account applications questions, and loan applications questions. Recommend products and services that align with member needs and financial goals. Maintain professionalism and act in the best interest of the member and the Credit Union at all times. Achieve sales and service goals through proactive conversations and relationship-based cross-selling.
• Operational & Technical Proficiency: Handle member requests via phone and written communications with accuracy and efficiency. Maintain and manage inboxes and internal routing of communication. Support consumer loan processing assisting members within established lending guidelines. Accurately process transactions while ensuring adherence to policies, procedures, and security standards.
• Teamwork, Collaboration & Continuous Improvement: Communicate proactively with team members and supervisors regarding updates, opportunities, and challenges. Share ideas for process improvements and participate in team-driven solutions. Attend team meetings, events, and training sessions to support individual and team development. Assist with service center needs and functions, including occasional teller or member service tasks, as needed.

Qualifications

• Educational Background: High school diploma or equivalent required.
• Experience: 1-2 years of experience in a retail, customer service, or member service environment. Experience in a contact center or phone-based service role preferred. Familiarity with lending practices and loan application processes is a plus.
• Knowledge, Skills, & Abilities: Excellent oral and written communication skills with a friendly, professional demeanor. Strong multitasking abilities, including assisting members while navigating multiple systems and documentation requirements. Working knowledge of credit union products, services, and member engagement standards. Commitment to meeting sales and service goals in a supportive, team-focused environment. Ability to analyze information and exercise sound judgment in decision-making. Strong organizational skills with attention to detail and accuracy. Ability to learn new systems, adapt to change, and work effectively in a fast-paced environment.

Work Environment

This position operates in a professional office environment with standard administrative conditions, climate control, and lighting. The role requires normal mobility, dexterity, and coordination to perform typical office and phone-related tasks. Occasional lifting of up to 50 pounds may be required.