Contact Center Rep/Senior Contact Center Rep

Our Opportunity:

We’re seeking a Contact Center Representative to join our Member Contact Center in Troy! This role may be filled at either the Contact Center Representative or Senior Contact Center Representative level, depending on experience. In this role, you’ll deliver outstanding member service across all member contact and digital channels, including inbound and outbound calls, live chat, email, video teller machines (VTM/ITM), Online and Mobile Banking, and other digital platforms. You’ll serve as a professional representative of the credit union, identify opportunities to deepen member relationships, and offer products and services aligned with CCF’s goals and growth targets. Senior-level responsibilities include assisting with escalations, supporting digital service functionality, and ensuring seamless service across all channels.

What You'll Do in This Role:

• Conduct consultative interviews during all member interactions to identify needs and deliver creative financial solutions.


• Open and maintain consumer and business accounts, process consumer loan applications, facilitate mortgage lending, HELOCs, and IRA processes (Senior level), and educate members on CCF products and services.


• Respond to member inquiries across all channels, including phone, chat, email, VTM/ITM, Online and Mobile Banking, and digital messaging, while meeting service standards and performance metrics.


• Perform a broad range of account servicing activities, including processing transactions, updating account information, assisting with Online/Mobile Banking, Bill Pay, Remote Deposit Capture, and card maintenance.


• Document all interactions promptly and accurately in the core system with strong attention to detail.


• Assist with member escalations, resolve complex situations, and collaborate with internal departments to ensure seamless service and member satisfaction.


• Monitor day-to-day digital service functionality, including Video Teller Machines and associated software (Senior level).


• Perform department support duties such as scanning, faxing, daily reports, and overflow call queue support.


• Comply with all company policies, procedures, and applicable laws/regulations, including Bank Secrecy Act (BSA), USA Patriot Act, and OFAC requirements.

What You'll Bring To CCF:

• Member Contact Advisor: 6 months – 2 years of similar or related experience.


• Senior Contact Center Representative: 2 – 5 years of similar or related experience, including experience in mortgage lending and account maintenance.


• High school diploma or GED required.


• Courtesy, tact, and strong customer service skills, including the ability to handle difficult member interactions.


• Strong oral and written communication skills.


• Proven sales aptitude.


• Proficient in Microsoft Word, Excel, and Outlook.


• Ability to obtain and maintain notary designation and be bonded.


• Basic mathematical skills and proficiency with calculators.


• Ability to multitask effectively between multiple systems to assist members.

Compensation:

• Member Contact Advisor: $21.00 – $22.00 per hour


• Senior Contact Center Representative: $24.00 – $25.00 per hour

Pay will be based on experience and the level at which you are hired.

The Perks of Being Part of CCF:

When you join CCF you’re not just taking a job—you’re joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences.

We offer a comprehensive benefits package designed to support the well-being of our employees:

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.


• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.


• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.


• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.


• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.


• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.


• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.


• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.


• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

Work Location: This position is based in Troy, Michigan. Hybrid working arrangements are available following 4-6 months of successful employment.

EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.