Call Center Representative I
About The Position
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
- High-volume inbound call experience preferred
- 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
- Professionalism and care when handling sensitive information
Nice To Haves
- Enjoy helping members
- Enjoy problem-solving in a fast-paced environment
- Enjoy delivering friendly, accurate service over the phone
- Pride in resolving requests on the first call whenever possible
- Ability to make complex topics easy to understand
- Ability to identify products and services that genuinely meet member needs
- Works collaboratively with teammates
- Follows policies, procedures, and compliance standards
Responsibilities
- 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
- Answer 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
Benefits
- Equal opportunity employer status
- Consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability
- Reasonable accommodation for disabled individuals
- Contingent upon successful completion of a criminal background and credit check
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
