Contact Center Representative - Credit Cards

About the role

Our Contact Center team, located at the Clackamas Operations Center, serves as the first line of communication with our Members who call in for a variety of questions, transactions, and other financial services and needs. Credit Card Representatives handle in-bound credit card calls with an interactive, responsive, and consultative approach, providing support on all credit card inquiries and maintenance, including disputes. This role focuses on credit card problem-solving, offering solutions and education to members, and requires a comprehensive understanding of Credit Union policies, procedures, and credit card services.

Responsibilities

• Effectively communicate with members and colleagues on general and complex credit card inquiries, troubleshooting requests, and resolving account problems while delivering exceptional customer service.
• Handle high inbound call volume professionally, welcoming callers in a polite, friendly manner and ensuring their needs are met throughout the call.
• Maintain knowledge of all Credit Union products, services, and processes to build member relationships and provide superior service.
• Assist credit card members with digital banking setup and troubleshooting.
• Adhere to established policies, procedures, and processes, exercising appropriate approval authority.
• Meet goals set by the Contact Center Manager and contribute to teamwork and purpose within the department through collaboration and informed decision-making.
• Provide input for increasing operational efficiencies by identifying and addressing process inefficiencies.
• Perform outbound calling as needed.
• Assist in training new and existing employees in conjunction with Contact Center Management and the Training Department.
• Perform other responsibilities as assigned.

Requirements

• High school diploma or equivalent required.
• 3+ years of experience in a direct customer-facing role.
• 3+ years of demonstrated success in a member servicing role.
• 3+ years of experience with credit union systems and functions.
• 2+ years of experience with credit card systems and functions (preferred).
• Understanding of RegZ dispute cycles (preferred).

Skills

• Strong verbal and written communication skills, with the ability to clearly document changes in procedures.
• Solid understanding of financial institution operations, policies, procedures, and applicable regulations.
• Strong understanding of member-related credit card functions and inter-related systems affecting the member experience.
• Ability to make decisions in ambiguous circumstances and adapt as necessary.
• Collaborative team mentality combined with critical thinking; empowered to provide input.
• Strong desire and willingness to learn.

Physical Requirements

Travel required for on-site training in Clackamas and NW Portland.