What are the responsibilities and job description for the Contact Center Representative I position at EFCU Financial?
Description
EFCU Financial – Make a Difference Every Day
EFCU Financial isn’t just a great place to work - it’s a place where you can create meaningful impact. As one of the Best Places to Work in the Greater Baton Rouge Area, we are driven by our core values of integrity, innovation, inclusion, and service. These values guide everything we do from empowering our members to uplifting our community and supporting one another as a team.
When you join EFCU Financial, you’re not simply starting a job. You’re stepping into a mission-focused environment where helping people achieve financial freedom, build brighter futures, and find peace of mind is at the heart of every interaction. Every conversation you have, every solution you provide, and every idea you share contributes to making a real difference.
We proudly offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision insurance; paid time off and holidays; parental leave; a 401(k) with employer contributions; short- and long-term disability; life insurance; an HSA; pet insurance; team member loan discounts; incentive plans; an employee referral program; and service awards recognizing your dedication.
The culture of our call center is service focused and we are seeking a Contact Center Representative who delivers exceptional member support with empathy and professionalism. The ideal candidate brings strong problem solving skills, the ability to multitask in a fast-paced, member centered environment, and a genuine passion for helping others. You’ll build rapport, identify member needs, and recommend financial solutions that serve their best interests while maintaining accuracy, confidentiality, and compliance.
Key Responsibilities
Member Support & Service
Requirements
Critical Knowledge, Skills, and Educational Requirements:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EFCU Financial – Make a Difference Every Day
EFCU Financial isn’t just a great place to work - it’s a place where you can create meaningful impact. As one of the Best Places to Work in the Greater Baton Rouge Area, we are driven by our core values of integrity, innovation, inclusion, and service. These values guide everything we do from empowering our members to uplifting our community and supporting one another as a team.
When you join EFCU Financial, you’re not simply starting a job. You’re stepping into a mission-focused environment where helping people achieve financial freedom, build brighter futures, and find peace of mind is at the heart of every interaction. Every conversation you have, every solution you provide, and every idea you share contributes to making a real difference.
We proudly offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision insurance; paid time off and holidays; parental leave; a 401(k) with employer contributions; short- and long-term disability; life insurance; an HSA; pet insurance; team member loan discounts; incentive plans; an employee referral program; and service awards recognizing your dedication.
The culture of our call center is service focused and we are seeking a Contact Center Representative who delivers exceptional member support with empathy and professionalism. The ideal candidate brings strong problem solving skills, the ability to multitask in a fast-paced, member centered environment, and a genuine passion for helping others. You’ll build rapport, identify member needs, and recommend financial solutions that serve their best interests while maintaining accuracy, confidentiality, and compliance.
Key Responsibilities
Member Support & Service
- Provide prompt, accurate service via phone and written communication channels.
- Research and resolve member questions, problems, and complaints across all account types.
- Verify accounts and present Credit Union products and services to support members’ financial needs.
- Assist with inquiries regarding share accounts, share drafts, card services, consumer loans, mortgage loans, IRAs, Trust/POD accounts, and share certificates.
- Manage travel exceptions, review debit and credit card fraud cases, and complete card disputes and fraud claims.
- Assist members with loan information including rates, terms, and payment schedules (excluding mortgage loans).
- Process payoff statements, address updates, and payment due date changes.
- Complete ACH payment requests, account maintenance forms, and third-party verifications.
- Process ATM and mobile deposits, third-party loan payments, escalations, and bill-payment verifications.
- Troubleshoot online banking and electronic transfer issues.
- Process incoming/outgoing wire transfers and returned mail.
- Perform routine transactions including new accounts, certificates, deposits, withdrawals, loan payments, transfers, payroll deductions, and advances.
- Balance virtual non-cash drawer transactions and maintain accurate daily work.
- Maintain working knowledge of state and federal regulations.
- Recognize and report suspicious activity and follow fraud-prevention protocols.
- Uphold strict confidentiality for all member and team member information.
- Follow security verification procedures and adhere to all Credit Union Service Standards.
- Assist at the Operations Center reception desk as needed, projecting professionalism and a positive attitude.
- Support additional operational functions as assigned.
Requirements
Critical Knowledge, Skills, and Educational Requirements:
- High School Diploma or equivalent.
- A minimum of one year to three years of similar or related experience in a bank and/or credit union.
- Excellent telephone etiquette and verbal communication skills.
- Excellent interpersonal skills.
- Exceptional organizational skills.
- Must be dependable and reliable.
- Must pass all credit and bond requirements.
- In depth knowledge of Credit Union products and services is a plus.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
- While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
- The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.
Salary : $18