Contact Center Rep I

 Summary:  

 As a Contact Center Representative I, you will be the first point of contact for our membership, handling inbound and outbound calls in a fast-paced environment. Serves members promptly and professionally while providing an exceptional member experience over the phone for member service requests.  

Essential Functions: 

• Answer incoming calls promptly and professionally to respond and resolve members’ inquiries and requests regarding their membership with a focus on one call resolution. Perform other services such as wire transfers, disputes, etc. along with other account maintenance.  Provide accurate information about products, services and company policies. Follow-up with members and escalate issues to supervisors when necessary.  

• Have a strong sense of identifying and preventing fraudulent activity. Work closely with the supervisor and compliance team to protect our members and company from financial loss. Document all fraud cases and maintain accurate records in credit union systems.  

• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by the Contact Center Representative I. Proactively identify, promote, explain and cross-sell credit union products and services.  

• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) products.  

• Adhere to established identification procedures to verify the identity of members for both inbound and outbound calls. Document verification steps accurately in all systems.  

• Open new accounts with a high level of proficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more. Verify that all account forms have been properly and accurately completed, ensure proper follow-up on information required to complete the account process, and submit all account documents for review in a timely manner.  

• Meet or exceed key performance metrics, including but not limited to call goals, quality assurance, and member hold time expectations.  

• Establish and maintain effective coordination and working relationships with area personnel and with management. Keep the contact center supervisor and manager informed of area activities of any significant problems or concerns 

Qualifications: 

• Education: A high school diploma or equivalent 

• Experience: Previous experience in a customer or member service role is required. Previous experience in a call center environment or for a financial institution is preferred.  

• Skills: Excellent phone skills/etiquette and ability to communicate clearly and effectively over the phone. Strong problem-solving abilities. Ability to work in a fast-paced environment and handle high call volume. Basic computer knowledge. 

Physical Requirements: 

This position requires sitting for long periods of time utilizing a phone headset and working primarily at a workstation or desk in an open office environment.  Daily tasks include extensive use of the phone and computer, performing standard keyboard functions, requiring repeated motion. Some light lifting and carrying of large paper files.  Equipment is available and recommended for use of transporting large quantities of files to and from various locations. 

Work Environment: 

• Professional banking environment. 

• Hybrid or remote work opportunities may be available 

 BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.