Contact Center Representative

The Contact Center Representative provides prompt, professional, and solutions-focused service to Credit Union members and potential members. This role serves as a primary point of contact for complex member needs, including digital banking support, account servicing, financial transactions, lending applications, and product referrals. The ideal candidate is tech-savvy, sales-driven, member-focused, and thrives in a fast-paced contact center environment.

Essential Duties & Responsibilities

Technical Support (40%)

• Assist members with Digital Banking, Mobile App, and device-related issues, including account unlocks, password resets, user ID recovery, and multi-factor authentication
• Troubleshoot mobile phones, tablets, PCs, and browser-related issues
• Guide members through website and app navigation, upgrades, and updates
• Educate members on self-service and automated financial tools
• Review and troubleshoot Visa debit and credit card issues using FIS and Visa Assist
• Identify and escalate complex technology issues as appropriate
• Utilize multiple systems daily, including lending, retail operations, fraud, and contact center platforms

Financial Services & Member Support (30%)

• Handle a high volume of inbound and outbound calls, chat, and e-mail inquiries
• Interview members to assess financial needs and recommend appropriate products and services
• Cross-sell Credit Union products and services and generate quality referrals
• Conduct account research, resolve issues, process non-monetary transactions, and update account records
• Process Visa card replacements, authorized users, ATM and POS limit increases
• Complete disputes, fraud claims, and check order requests
• De-escalate member concerns with professionalism and empathy
• Maintain accurate documentation of member interactions
• Support fraud prevention efforts and maintain strict confidentiality and security standards

Lending Support (25%)

• Interview members and process consumer loan, HELOC, and second mortgage applications
• Communicate loan decisions, terms, and documentation requirements accurately and timely
• Complete loan signing, funding, and follow-up
• Sell ancillary loan products such as GAP, debt cancellation, and mechanical breakdown coverage
• Process Visa Credit Card limit increases and Advance Pay Loans
• Ensure compliance with lending regulations and internal policies

Administrative & Team Support (5%)

• Assist with opening and closing procedures as needed
• Support training and onboarding of new Contact Center Representatives
• Cross-train team members and lead staff meetings when requested
• Maintain branch supplies and complete administrative duties as assigned

Qualifications

Knowledge, Skills & Abilities

• Strong understanding of financial institution products and services
• Proficiency in Microsoft Outlook, Teams, Word, Excel, and PowerPoint
• Experience navigating multiple systems and troubleshooting technical issues
• Excellent verbal, written, and interpersonal communication skills
• Ability to manage high call volumes and multitask efficiently
• Sales-driven mindset with the ability to meet or exceed monthly goals
• Strong analytical, decision-making, and problem-solving skills
• Ability to maintain schedule adherence and flexible availability
• Ability to obtain and maintain NMLS licensing
• Typing speed of at least 35 WPM
• Comfortable working in a fast-paced, performance-driven environment

Education & Experience

• High school diploma or GED required
• Minimum of 6 months' experience in a Contact Center or financial institution environment
• Experience in new accounts and consumer lending preferred
• Previous telephone sales experience is a plus
• Must successfully complete required Contact Center and $uccess training within 12 months

Why Join Us?

• Competitive pay and benefits
• Growth and advancement opportunities
• Supportive, team-oriented culture
• Opportunity to make a meaningful impact on members' financial lives