What are the responsibilities and job description for the Contact Center Representative position at Credit Union of Georgia?
Description
Credit Union of Georgia is growing, and with that growth, we’re excited to welcome a dedicated Contact Center Representative to our team. At Credit Union of Georgia, every role plays a vital part in helping our members achieve their financial goals and this position is no exception. Join a team that puts members at the center of everything we do!
As a Contact Center Representative, you will be the first point of contact for members, providing exceptional service through phone, email, and digital channels. This role is responsible for handling inquiries, resolving account questions, assisting with transactions, and ensuring each member receives a smooth and supportive experience. The ideal candidate will bring strong communication skills, a passion for service, and a commitment to delivering solutions that build trust and strengthen member relationships.
Responsibilities:
- Upholds Credit Union of Georgia brand standards by consistently delivering our journEASE member experience - Engage, Ask, Solve, and Excite - to provide exceptional service in every interaction.
- Accurately and efficiently processes routine member transactions, including loan payments, transfers, and account updates, while assisting with online banking issues such as password resets and troubleshooting.
- Assists members with account closures, answers questions, and identifies solutions to meet member needs and resolve concerns.
- Processes wire transfer requests in a timely and accurate manner.
- Recognizes when to seek guidance from supervisors and provides informed recommendations when appropriate.
- Completes all required training and participates in scheduled training sessions with satisfactory performance.
- Maintains up-to-date knowledge of Credit Union policies, procedures, and operational guidelines.
- Promotes Credit Union products and services by identifying member needs, cross-selling solutions, and generating referrals for auto buying services, mortgages, and Member’s Financial Services.
- Ensures compliance with all applicable state and federal regulations, including the S.A.F.E. Act, BSA, and related laws, while maintaining any required certifications or registrations.
- Accurately maintains member information and documentation in Correlation-Keystone, including loan notes and account records.
- Performs additional duties as assigned.
Requirements
Experience:
- 2 years practical work experience.
- Cash handling and/or customer service experience is strongly preferred.
Education/Training:
- High school diploma or GED required.
- All employees must complete annual training modules including but not limited to cyber security, bank secrecy act as well as other compliance and regulatory requirements.
Credit Union of Georgia is an equal opportunity employer.
No phone calls please.