Contact Center Agent

IH Mississippi Valley Credit Union•Moline, IL

3d•Onsite

About The Position

The Contact Center Agent is a first point of contact for our members, handling inbound calls and supporting a variety of inquiries and transactions. This role requires strong communication skills, a member-first mindset, and a solid understanding of Credit Union operations. Contact Center Agents actively promote products and services that meet members' needs while delivering exceptional service and building lasting relationships.

Requirements

High School diploma or equivalent.
Strong ability to assess member needs with understanding, patience and compassion.
Proficient in relevant computer applications.
Ability to handle multiple tasks efficiently, such as taking calls while updating records.
Educate members on financial tools; accurately and efficiently apply policies and procedures.
Reliable and Motivated to help others.

Responsibilities

Assist members with account inquiries, information on loans, online banking, and other financial needs.
Resolve member issues efficiently, aiming for first-contact resolution.
Build relationships and identify opportunities to match members with products and services that support their financial wellness.
Accurately document member interactions and follow compliance procedures.
Participate in meetings, training, and organizational initiatives.
Stay current on policies, technology, and remote delivery options.
Take initiative for personal development and skill-building.