Contact Center Representative

About the role

Join our team at Teachers Federal Credit Union, a leading credit union committed to guiding members toward building a strong financial foundation. As a Contact Center Representative, you will serve as the first point of contact for incoming calls, establishing new membership and deposit accounts while maintaining daily operational duties.

Responsibilities

• Answer incoming caller inquiries about company products and services, delivering high-quality customer service through extensive on-the-job training and ongoing support.
• Verify and maintain caller account security using established processes, procedures, and systems.
• Support and educate members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries, and other services.
• Perform call logging using CRM tools and complete routine tasks to fulfill caller requests.
• Meet or exceed contact center goals for metrics such as first call resolution, quality standards, answer call rate, schedule adherence, and member survey results.
• Open new accounts and service existing accounts; set up new account files and provide callers with all necessary membership information.
• Interact with existing and new members to increase sales of products and/or services, including processing loan payments and transfers.
• Respond to members’ inquiries, requests, and problems/complaints by resolving issues directly or directing them to the appropriate person or department.
• Perform account file maintenance actions (e.g., account data changes, account closures, card orders).
• Process check orders, stop payments, fraud claims, and other forms.
• Work independently under moderate supervision to resolve member issues courteously and professionally.
• Problem-solve accurately while using sound judgment at all times.
• Comply with all applicable laws, regulations, Credit Union policies and procedures, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Fair Credit Lending Practices.
• Maintain ongoing awareness of developments/changes in policies, procedures, products, and services.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Minimum one-year call center, customer service, financial services, banking, or insurance experience at an intermediate level of proficiency.
• Credit Union or banking experience is preferred.
• Pass compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness.
• Expected to gain full proficiency within 6-12 months with the expectation of career progression.
• Able to learn and promote products and services quickly.
• Able to work in a fast-paced environment with continued calls in queue.
• Able to learn and use multiple systems and technology simultaneously.
• Remain calm, patient, objective, and professional when presented with difficult situations.
• Handle personal, sensitive information professionally.
• Strong critical thinking skills with an emphasis on accuracy.
• Focused with an ability to prioritize multiple tasks.
• Strong attention to detail, including solid data entry with minimal errors.
• Maintain confidentiality of Credit Union and member records during and after employment.

Benefits

• Eligibility for our annual discretionary bonus program and quarterly performance incentives for some positions.
• Paid time off for vacation, personal days, and holidays.
• 401(k) company contribution.
• Teachers pays 100% of Dental & Vision premiums.
• Tuition reimbursement for full-time employees.
• Exclusive employee discount of 0.96% APR on credit card loans and 1.00% APR on all other loans through Teachers.

Pay

The good faith range for this position is $21.50 to $24.50 an hour, based on potential employee qualifications and operational needs.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.