Full Time Contact Center Representative

GCEFCU is seeking a motivated and dependable individual to join our Contact Center team! If you thrive in a fast-paced environment, excel at multitasking, and enjoy helping others, this is a perfect opportunity for you. Our Contact Center Representatives handle incoming calls with various questions and requests, gaining knowledge across several credit union departments—an excellent learning opportunity for career growth.

Schedule

• Monday–Friday: 8:45 AM – 6:00 PM
• Alternating Saturdays: 8:45 AM – 12:15 PM

Responsibilities

• Answer member calls regarding account information, resolve questions, and provide accurate information on policies and procedures with moderate supervision.
• Educate members on the credit union’s products and services to ensure they receive appropriate financial solutions.
• Assist members with electronic communications, payment types, and account access (e.g., GLIA, Direct Home Banking messages, phone-based check and credit card support, remote deposit of checks, bill pay systems, Zelle, and home banking assistance).
• Meet or exceed established service goals.
• Open new accounts and process subsequent account requests via electronic channels.
• Authorize release of collateral on existing loans, adjust terms, and modify payment dates.
• Assist members in the loan application process by collecting and updating pertinent information.
• Identify reportable transactions under the Bank Secrecy Act, obtain required information, and report transactions.
• Comply with Federal Rules and Regulations as required by NCUA, including the Bank Secrecy Act and all governmental regulations and Credit Union Policies.
• Alert supervisory personnel to suspicious activity (e.g., forgery, theft, kiting, or members avoiding Currency Transaction Reports).
• Respond to secure messages and perform Glia interactions.
• Review remote deposit items.
• Provide technical support for online Bill Pay, Zelle, and online banking.
• Perform other related duties as assigned.

Requirements

• Self-motivated with strong problem-solving skills.
• Ability to multitask effectively.
• Clear and concise communication over the phone and in writing (email, Glia, etc.).
• Basic IT vocabulary is helpful.
• Dependable, reliable, and trustworthy.