Contact Center Representative I
What You'll Do
As a Contact Center Representative I, you'll be the first point of contact for members by phone, live chat, email, and secure messaging. Every day will bring something new—helping a member reset their online banking, researching a loan payment, troubleshooting mobile banking issues, or walking someone through account options. This role calls for both technical confidence and the ability to explain technology in clear, simple ways. You'll use all available resources to resolve issues quickly and effectively, balancing empathy with accuracy.
Sometimes that means working independently to dig into a problem, and other times it means collaborating closely with your teammates to make sure a member gets the best possible service. You'll also have the opportunity to offer relevant products and services that align with members' needs and goals, helping them simplify their financial lives and get more value out of their credit union membership.
Key Responsibilities
- Be the first point of contact for members by phone, live chat, email, and secure messaging
- Use resourcefulness and problem-solving to resolve issues
- Provide accurate, timely information on accounts, payments, transfers, interest rates, loans, and savings programs
- Troubleshoot and support members with online and mobile banking, bill pay, and other digital tools, adapting explanations to different levels of tech comfort
- Keep member records and documentation complete, accurate, and up to date
- Offer products and services based on members' needs in a professional and member-first way
- Collaborate with your team and support other departments with clerical tasks, account verification, and correspondence
- Balance teamwork with the ability to work independently and manage your own priorities
Key Qualifications
- High school diploma or GED required
- Excellent verbal, written, and interpersonal communication skills
- Strong organizational and multitasking skills
- Proficiency with computer applications and standard business equipment
- Bilingual skills a plus!