What are the responsibilities and job description for the Contact Center Representative position at Truliant Federal Credit Union?
Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.
Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.
Why this role matters
At Truliant Federal Credit Union, every member interaction is a chance to make financial life a little easier, clearer, and more personal. As a Contact Center Representative,you'llbe one of the firstvoicesmembersturnto when they have questions, need support, or want guidance on the products and services that can help them move forward.
This isa great opportunityfor someone who enjoys helping people, solving problems in real time, and creating a positive experience across calls, texts, chats, and emails.
Whatyou'lldo
In this role,you'llsupport Truliant member-owners by responding to inquiries, researching account questions, and connecting members with straightforward financial solutions.You'llbalance accuracy, service, and follow-through while working closely with teammates and internal partners to resolve needs quickly and professionally.
Day to day,you'll:
Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant's mission of putting members first.
Identifymember needs through a consultative service approach and share relevant products or services that may support their financial goals.
Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed.
You'llalso contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.
What you bring
We'relooking for someone who is dependable, service-minded, and comfortable balancing friendly support with accuracy and attention to detail.You'lldo well in this role if you can communicate clearly, stay organized, and remain professional when members needtimelyhelp.
This role is a great fit if you have:
Required Skills
Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
Strong verbal and written communication skills in English, including clear explanations and active listening.
Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.
Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.
Good arithmetic skills and attention to detail when handling account-related questions or financial information.
Ability to manage shifting priorities, complete assignments with minimal supervision, andmaintainprofessionalism in a fast-paced contact center environment.
Ability to use a consultative service approach toidentifymember needs and recommendappropriate Truliantproducts or services.
Education/Certifications
High school diploma or equivalent required.
You should also be comfortable working in a structured environment where accuracy, compliance, confidentiality, and excellent member service matter throughout the day.
What sets you apart
Youdon'tneed to check every box, buthere'swhat will help you thrive in this role:
Previouscontact center experience.
Previousexperience in the financial industry, credit union, or banking environment.
Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.
Whatyou'llget
We believe in supporting our team members both professionally and personally.
In this role, you can expect:
A chance to make a direct impact on Truliant member-owners by helping them resolve questions and feel confident in their financial decisions.
Hands-on experience in financial services, member support, account research, fraud awareness, and consultativeservices.
Coaching and development that can help you build toward higher levels of responsibility within the Contact Center.
A collaborative team environment where professionalism, follow-through, and member-first service are valued every day.
The opportunity to grow your knowledge of Truliant's products, services, and mission while supporting members in meaningful moments.
Ready to Apply?
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits:
- No-cost employee Medical, dental, vision coverage
- Prescription benefits (including mail order)
- Paid holidays and Paid Time Off (PTO)
- 401(k) plan with contribution matching
- Paid community involvement volunteers hours
- Paid group life Insurance
- Teammate loan discounts
- Tuition reimbursement
- Short and long-term disability
- Health & Wellness program
- Teledoc (physician video conferencing)
- Onsite fitness facilities or health club reimbursement
- Employee Assistance Program (EAP)
- Medical flexible spending account
- Dependent care flexible spending account