Contact Center Representative

The Contact Center Representative serves as a trusted first point of contact for members, offering knowledgeable and responsive support across all communication channels. Representatives handle diverse requests—including transactions, account updates, card servicing, and digital banking assistance—while ensuring every interaction is clear, accurate, and member-focused. They excel at guiding members through solutions, using sound judgment and system expertise to create seamless, high-quality experiences. This role contributes directly to the Contact Center’s commitment to service excellence and operational accuracy.

Duties and Responsibilities:

Member Service & Problem Resolution

• Deliver accurate and timely account information, servicing, and support in accordance with regulations and internal procedures.

• Resolve member needs across multiple channels with professionalism, empathy, and ownership.

• Perform teller transactions including transfers, fee adjustments, deposits, withdrawals, and account maintenance updates.

• Support Visa debit/credit servicing such as activation, transaction dispute handling, ordering, troubleshooting, and rewards program assistance.

• Process payments/payoffs and provide payment histories or payoff details.

• Provide documentation such as statements, check copies, transaction summaries, verification of deposit, and merchant verification responses.

Digital Banking & Technical Support

• Assist with login support, navigation, and troubleshooting for Digital Banking, Mobile Banking, Bill Pay, and Bank-by-Phone.

• Research and resolve member-reported digital issues or escalate when appropriate.

• Support Print-a-Check-to-Branch and other digital tools.

Relationship Building & Referrals

• Identify member needs and provide accurate product information using a professional, needs-based approach.

• Deepen member relationships by promoting relevant services such as Digital Banking, eStatements, and direct deposit.

• Refer members to specialized departments (Mortgage, Investments, Business Services) as appropriate.

Team Collaboration & Support

• Partner with Specialists and Leads to resolve complex scenarios and maintain smooth service coverage.

• Document interactions thoroughly to support seamless follow-up and team efficiency.

• Actively contribute to a positive, supportive team environment.

Professional Development

• Stay current on credit union products, services, technology enhancements, and promotions.

• Maintain knowledge of BSA, OFAC, CIP, and other regulatory requirements.

• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance, and the credit union’s mission.

Compliance & Risk Management

• Follow fraud-prevention procedures and member authentication standards.

• Ensure all transactions and communications adhere to federal, state, and credit union policies.

Additional Requirements:

• Strong problem-solving and analytical skills, with the ability to resolve a wide range of member issues.
• Skilled at navigating multiple systems, applications, and tools simultaneously.
• Professional, empathetic communication skills across phone, chat, and written channels.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Strong typing accuracy (40 WPM) and attention to detail.
• Proficiency with Microsoft Office Suite.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership