What are the responsibilities and job description for the Contact Center Officer - Phones position at Uniwyo Federal Credit Union?
Position: Contact Center Officer
Starting Pay: $22.74, DOE
Benefits: Yes
FLSA Status: Non-Exempt
Employment Status: Full Time
Location: Grand branch – Laramie, WY
EXAMPLES OF DUTIES:
Receives, responds to, and assists with incoming and outgoing phone calls, chats, emails, and text messages. Promotes and sells products and services. Responds to voicemail as needed. Establishes, maintains, and closes savings and transactional accounts within established boundaries. Performs administrative support duties for consumer loans. Opens, closes, and troubleshoots debit and credit cards. Ensures adherence to Credit Union policies and procedures and consistently promotes UniWyo products and services.
Responds to members’ requests, concerns, problems, and complaints regarding their accounts. Communicates clearly and conveys accurate information. Identifies members’ needs and directs them to appropriate departments. Evaluates and promotes products and services that may benefit members. Answers members’ questions promptly, accurately, and concisely.
Performs correspondence-related functions. Compiles information and routes it to appropriate departments. Prepares, updates, and maintains files. Enters data into electronic and/or manual systems. Assists the Manager or Director of Contact Center Operations as required. Responds to inquiries made in writing, electronically, by phone, and/or in person. Assists with training new Contact Center Officers and Service Representatives. Recommends changes to existing policies and procedures.
Effectively manages member inquiries across communication channels by responding promptly and accurately to text messages, emails, and real-time chat. Demonstrates excellent written communication that is a clear, professional interaction with strong grammar, spelling, and tone control. Seamlessly switches between platforms while maintaining accuracy and quality under time pressure. Manages multiple conversations and tasks simultaneously; demonstrates quick and accurate typing; navigates digital platforms to resolve basic technical issues. Recognizes and responds appropriately to members’ emotions to ensure they feel heard and supported. Uses effective time management to handle high volumes of interactions and adapts quickly to new processes, systems, and member needs.
Responsible for compliance with the Bank Secrecy Act and Anti-Money Laundering requirements, including monitoring for potential illegal activity as it pertains to this position. Performs other duties as assigned.
KNOWLEDGE, SKILLS, AND OTHER CHARACTERISTICS:
- Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law and other governing rules and regulations.
- Knowledge of the Credit Union’s policies and procedures.
- Knowledge of the principles of customer service.
- Skill in assessing and prioritizing multiple tasks, projects and demands.
- Skill in working within deadlines to complete projects and assignments.
- Skill in assessing, analyzing, identifying, and recommending solutions to problems.
- Skill in establishing and maintaining effective working relations with co-workers, other UniWyo employees, representatives from other credit unions, general public and/or others having business with UniWyo.
- Skill in operating a personal computer utilizing a variety of software and operating systems/applications.
MINIMUM QUALIFICATIONS:
A high school diploma or GED AND one (1) year of relevant accounting, banking, sales or closely related experience OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
ADDITIONAL REQUIREMENTS:
- Must be proficient in word processing and current spreadsheet software.
- May be required to move and/or transport heavy, bulky supplies, materials and/or other items weighing up to 40 pounds.
- May be exposed to potential physical harm and infectious diseases.
- May be required to work outside the traditional work schedule.
HOW TO APPLY:
An application is required through UniWyo Credit Union Human Resources, or https://www.uniwyo.com/Connect/About/Careers. Interested applicants in need of reasonable accommodations may call Human Resources at 307-721-5634. Application deadline: 08/17/2026. EOE/ADA employer.
Notice of E-Verify Participation
This organization participates in E-Verify. The employer will provide the federal government with the form I-9 information to confirm an employee's authorization to work in the U.S. Notice of Participation and the Department of Justice "Right Work" are available here and here.
Most communication will be done electronically. Please check email, including spam folders.
Salary : $23