Contact Center Representative

About the role

The Contact Center Representative delivers accurate, professional, and solution-focused service to members. This position is currently based in Irmo, SC, and will relocate to Downtown Columbia upon completion of the new Headquarters, anticipated in early 2027.

Responsibilities

• Assist members over the phone and provide information about credit union products and services
• Conduct account research
• Open prime share, share draft, and club accounts
• Perform necessary file maintenance
• Assist with payroll and account changes
• Maintain up-to-date knowledge of and adherence to security procedures and internal controls
• Perform other duties as assigned

Solution oriented

• Professionally and proactively help members achieve their financial objectives with guidance and advice
• Help members anticipate potential problems, offering suggestions and possible solutions
• Recognize members' needs and work with members and co-workers in branches and departments to resolve potential problems and create positive member solutions

Product promotion

• Understand members' needs and professionally promote appropriate credit union products and services
• Promote new prime share, additional savings, share draft, and other accounts and refer members to open accounts
• Maintain strong Palmetto Citizens product knowledge
• Enhance member service usage of Palmetto Citizens products

Remote banking

• Deliver assistance in a safe and secure manner, knowing the member and the depth of their relationship
• Handle member transactions professionally and pleasantly
• Receive transfers by phone or mail; transact check withdrawals; provide cashier's checks and any other service within authority
• Complete all necessary file maintenance documents and order checks for members as appropriate
• Exercise authority to permit availability of funds for checks up to and including a specified limit without further approval

Requirements

• High School Diploma or equivalent required
• Previous customer service experience preferred
• Previous contact center experience preferred
• Bilingual candidates a plus