Contact Center Representative

Duties And Responsibilities

• Deliver accurate and timely account information, servicing, and support in accordance with regulations and internal procedures.
• Resolve member needs across multiple channels with professionalism, empathy, and ownership.
• Perform teller transactions including transfers, fee adjustments, deposits, withdrawals, and account maintenance updates.
• Serve Visa debit/credit servicing such as activation, transaction dispute handling, ordering, troubleshooting, and rewards program assistance.
• Process payments/payoffs and provide payment histories or payoff details.
• Provide documentation such as statements, check copies, transaction summaries, verification of deposit, and merchant verification responses.
• Aid with login support, navigation, and troubleshooting for Digital Banking, Mobile Banking, Bill Pay, and Bank-by-Phone.
• Research and resolve member-reported digital issues or escalate when appropriate.
• Support Print-a-Check-to-Branch and other digital tools.
• Identify member needs and provide accurate product information using a professional, needs-based approach.
• Deepen member relationships by promoting relevant services such as Digital Banking, eStatements, and direct deposit.
• Refer members to specialized departments (Mortgage, Investments, Business Services) as appropriate.
• Partner with Specialists and Leads to resolve complex scenarios and maintain smooth service coverage.
• Document interactions thoroughly to support seamless follow-up and team efficiency.
• Actively contribute to a positive, supportive team environment.

Requirements

• Strong problem-solving and analytical skills, with the ability to resolve a wide range of member issues.
• Skilled at navigating multiple systems, applications, and tools simultaneously.
• Professional, empathetic communication skills across phone, chat, and written channels.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Strong typing accuracy (40+ WPM) and attention to detail.
• Proficiency with Microsoft Office Suite.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.