Remote Services - Contact Center Representative

Role:
The Contact Center Representative plays a vital role in fulfilling our mission of building better communities by creating lifelong relationships and inspiring the financial success of our members. This position is responsible for delivering exceptional member service across multiple channels, including phone, email, text, and other digital platforms. This role includes supporting online and mobile banking access, fulfilling account-related requests, and promoting products that align with member needs. Representatives play a key role in ensuring prompt, accurate, and courteous support while maintaining strong knowledge of systems, procedures, and digital tools.

Essential Functions & Responsibilities:

• Member Support via Phone and Electronic Channels: Serves as a reliable and trusted first point of contact, delivering prompt and professional assistance to members through phone, email, text, and other electronic platforms. With dedication and focus, the representative maintains a strong understanding of credit union products and services to resolve inquiries accurately and confidently. This supports our mission by strengthening member relationships through consistent, high-quality service that empowers their financial success.
• Account & Card Support: Demonstrates flexibility and attention to detail when handling requests such as check orders, card travel notifications, and limit adjustments. The ability to process member verification forms accurately reflects our commitment to being dependable and service-driven. Proactively managing account needs contributes to a seamless member experience, reinforcing long-term trust and satisfaction.
• Transaction Processing & Member Requests: Deliver a positive member experience, the representative receives and processes member financial transactions, including deposits, withdrawals, loan payments, and transfers as directed. This requires accuracy, reliability, and strong attention to detail to ensure members’ financial needs are met promptly and correctly. Handling each transaction with care reinforces trust and supports members’ financial success.
• EzTeller Transactions and Coverage: This role includes rotating between EzTeller duties and Contact Center responsibilities to ensure continuous service coverage for both areas. The representative performs EzTeller transactions and provides additional support during staffing shortages and peak times, demonstrating flexibility and dedication to maintaining seamless member service.
• Disaster Recovery & Business Continuity: During times of disruption or closure, the role may include remotely connecting to answer phones, reviewing and processing ITM deposits, ensuring essential member services remain available with minimal interruption. This upholds our values and dedication to community support even in uncertain conditions.
• Additional Duties: Performs other duties as assigned.

Performance Measurements:

• Answer all incoming calls within established response times and return voicemails promptly.
• Direct calls with minimal transfers and ensure accurate routing.
• Maintain a high level of accuracy in all transactions.
• Consistently recommend appropriate products/services to meet member needs.
• Resolve issues quickly and thoroughly, ensuring member satisfaction.
• Keep management informed regarding key operating issues affecting the department.
• Adapt quickly to changes in processes, technology, and data needs, effectively managing multiple priorities while maintaining service excellence.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Demonstrates excellent verbal and written communication to clearly assist members across all channels. Actively listens and adapts to diverse member needs with patience and empathy. Maintains professionalism in every interaction, even in high-pressure situations. Works collaboratively with team members to resolve issues efficiently and communicates proactively to avoid service gaps. Demonstrates a positive, member-first mindset, reinforcing a welcoming environment and building long-term member relationships.
Other Skills: Possesses strong problem-solving abilities, enabling them to think critically and act resourcefully to resolve member issues. They demonstrate excellent multitasking skills, efficiently managing multiple communication channels and tasks without compromising quality. Proficiency with computer systems and software is essential. The representative quickly adapts to new technologies and processes in a fast-paced environment. Patience, empathy, and professionalism are consistently displayed when interacting with members from diverse backgrounds. Attention to detail and strong organizational skills ensure accurate handling of transactions and member requests. A team-oriented mindset supports effective collaboration with colleagues and fosters a positive work culture. Additionally, maintaining confidentiality and handling sensitive member information with discretion is critical to the role. Physical Requirements: Primarily office-based work requiring the ability to sit for extended periods while using a computer. Frequent use of hands and fingers for typing, data entry, and handling reports. Visual acuity necessary for reviewing and analyzing data with accuracy. Clear communication skills are essential for collaboration and member service, whether in person, by phone, or via email.
Work Environment: Typically works in an office setting, with a quiet and climate-controlled environment conducive to focused, detail-oriented tasks. The role involves frequent use of computers and office equipment, such as printers and telephones, for daily responsibilities. While the work is primarily sedentary, occasional movement may be required for retrieving materials.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $15