Call Center Representative I
About The Position
MCCU is hiring a Call Center Representative I. The ideal candidate will thrive in this role if they enjoy helping members, problem-solving in a fast-paced environment, and delivering friendly, accurate service over the phone. They should take pride in resolving requests on the first call whenever possible, communicate clearly, and handle sensitive information with professionalism and care. The Call Center Representative I provides first-call resolution to members by answering questions about accounts, products, and services while completing a variety of transactions accurately and efficiently. This role supports members with online banking, loan payments, bill pay, travel notices, account maintenance, and general troubleshooting. Representatives actively listen to understand member needs, resolve concerns within their authority, and escalate issues appropriately. The role also includes identifying opportunities to cross-sell relevant products and assisting with loan requests by gathering and documenting information for underwriting.
Requirements
- Six months to two years of call center, customer service, or financial services experience
- Graduation from an accredited high school or GED
- Strong communication and active listening skills
- Ability to multi-task, retain product knowledge, and stay calm under pressure
- Strong attention to detail and organizational skills
- Comfort navigating computer systems and digital tools
Nice To Haves
- High-volume inbound call experience preferred
Responsibilities
- Deliver friendly, efficient service while making complex topics easy to understand
- Process transactions accurately and protect confidential member information
- Take ownership of member requests and follow through to completion
- Identify products and services that genuinely meet member needs
- Work collaboratively with teammates and follow policies, procedures, and compliance standards
- Provide first-call resolution to members by answering questions about accounts, products, and services
- Complete a variety of transactions accurately and efficiently
- Support members with online banking, loan payments, bill pay, travel notices, account maintenance, and general troubleshooting
- Actively listen to understand member needs
- Resolve concerns within their authority
- Escalate issues appropriately
- Identify opportunities to cross-sell relevant products
- Assist with loan requests by gathering and documenting information for underwriting
- Deliver a positive, consistent member experience on every call
- Support members with timely, accurate account service
- Strengthen member relationships through trust and professionalism
- Contribute to department goals through reliability and performance
- Represent MCCU’s values in every interaction
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
