Contact Center Representative I

About the role

We are seeking a dedicated team player to join our Contact Center. The ideal candidate will thrive in a fast-paced, service-focused environment, serving as the first point of contact for members by handling inbound and outbound calls promptly and professionally to provide an exceptional member experience.

Responsibilities

• Answer incoming calls promptly and professionally to respond to and resolve member inquiries and requests with a focus on one-call resolution.
• Perform account maintenance, including wire transfers, disputes, and other services.
• Provide accurate information about products, services, and company policies.
• Follow up with members and escalate issues to supervisors when necessary.
• Identify and prevent fraudulent activity; work closely with supervisors and the compliance team to protect members and the credit union from financial loss.
• Document all fraud cases and maintain accurate records in credit union systems.
• Maintain up-to-date knowledge of all credit union products and services; proactively cross-sell and explain them to members.
• Adhere to all credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering (AML) and Bank Secrecy Act (BSA).
• Verify member identities for both inbound and outbound calls, documenting verification steps accurately.
• Open new accounts (consumer and business sharedraft accounts, term share certificates, debit cards, etc.) with proficiency; ensure all forms are completed accurately and submitted in a timely manner.
• Meet or exceed key performance metrics, including call goals, quality assurance, and member hold time expectations.
• Establish and maintain effective working relationships with team members and management; keep supervisors informed of significant issues or concerns.

Requirements

• A high school diploma or equivalent.
• Previous experience in a customer or member service role is required; call center or financial institution experience is preferred.
• Excellent phone skills and etiquette, with strong communication abilities.
• Dependable, detail-oriented, and able to multitask while following procedures.
• Strong problem-solving skills and a commitment to delivering exceptional member experiences.

Benefits

• Paid time off in addition to paid federal holidays.
• Medical, dental, and vision benefits for employees working 24+ hours per week.
• 401k match.
• Ongoing training opportunities.
• 8 hours of volunteer time with an organization of your choice.
• Monthly reimbursements: up to $25 for gym membership, $25 for hobby expenses, and $25 for fresh local foods (seasonal).

Pay

Starting salary: $23.50 per hour.