Contact Center Agent - Part-Time On-Site

The Contact Center Agent serves as the first point of contact for members reaching out to the credit union via phone and other digital communication channels. This role is essential in delivering seamless and personalized member experience by providing accurate information, resolving issues efficiently, and promoting the value of our products and services. The ideal candidate is empathetic, solution-oriented, and thrives in a fast-paced environment.

Position Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy.
• Provide detailed information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks including address changes, payment processing, debit card orders, and more.
• Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
• Handle sensitive financial data with the highest level of confidentiality and compliance.
• Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
• Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
• Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and professional development to stay current on products, policies, and systems.
• Contribute to a collaborative and positive team environment.
• Other duties as assigned.