Contact Center Representative I

About the role

This role is the first voice members hear when they call in, handling inbound calls and processing a full range of member transactions. You'll address everything from quick balance questions to setting up wire transfers, navigating debit card issues, and troubleshooting digital access. Daily tasks include account maintenance, ACH and payroll setup, stop payments, check ordering, and eServices enrollment. You'll help members maximize MCCU's products and services while identifying opportunities to align with their financial goals.

You'll also play a key role in protecting members by staying alert to signs of fraud or elder financial exploitation and escalating concerns when necessary. The role rewards those who enjoy following clear processes, mastering details, and applying consistent knowledge call after call.

You'll work in a cooperative team environment that values dependability, with the phone and computer as your primary tools throughout the day.

Responsibilities

• Handle inbound calls and process member transactions, including account maintenance, ACH/payroll setup, stop payments, check ordering, and eServices enrollment
• Troubleshoot digital access issues and assist members in utilizing MCCU's products and services
• Identify opportunities to align member needs with financial products and services
• Monitor for signs of fraud or elder financial exploitation and escalate concerns as needed
• Follow established procedures and maintain accurate records

Requirements

• High school diploma or equivalent
• 1 to 3 years of contact center experience, ideally in a financial institution (required; candidates without prior contact center experience will not be considered)
• Comfort with standard office technology and willingness to learn core banking platforms
• Strong verbal communication skills with a professional, member-first approach
• Ability to follow established procedures closely and maintain accurate records
• Awareness of fraud indicators and willingness to follow escalation procedures

Benefits

• Competitive wage
• Comprehensive employee benefits (medical, dental, vision, life, AD&D, disability)
• Generous 401k match
• Opportunities for personal and professional growth within the organization
• Paid time off to volunteer locally
• Community-focused culture with support for local organizations