Contact Center Agent I (Voice Channel)
About The Position
The Contact Center Agent assists members with assigned savings and lending functions while exceeding referral and sales goals. The role requires knowledge of systems and back-office operations for electronic services, including online access, bill payment, mobile access, deposits, phone services, online account opening, single sign-on, and broadcast email delivery. The cohort start date is 11/30/2026. The position operates in a hybrid remote and in-office setting after a 90-day training program, with a general office environment when working in-office. Operating hours are 8:00 a.m. to 6:00 p.m. Monday through Friday and 9:00 a.m. to 1:00 p.m. Saturday; Saturday availability is required. The role reports to the Manager, Contact Center and supervises no positions.
Requirements
- High school diploma.
- Knowledge of applicable regulatory environments, including the Patriot Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy Act.
- Knowledge of financial institution-specific software and processes.
- Regular and reliable attendance.
- Strong oral and written communication skills.
- Strong problem-solving skills.
- Strong customer service orientation.
- Ability to work at a computer in a stationary manner for up to 8 hours daily.
- Saturday availability is required.
Nice To Haves
- Two or more years of related professional experience.
Responsibilities
- Answer incoming calls in accordance with Credit Union compliance protocols, identify callers’ needs, and prioritize resolving concerns while minimizing callers’ time and effort.
- Identify referral opportunities for new and existing members, including loan referrals, and stay informed about financial products and services to meet sales goals.
- Perform teller functions, including transferring funds between accounts or loans, stopping payments, closing and reordering debit cards, providing balances, reissuing and resetting PINs, and processing loan or credit card payments.
- Identify products and services that may benefit members, explain their value, and educate members about product and service features and benefits.
- Open and maintain member-related accounts, member deposits, and service-related accounts.
- Cross-sell virtual branch and bill pay services and assist members with virtual branch enrollment and the e-statement process.
- Assist other departments and branches with transactions as needed; support the collections department and branch managers with customer requests and merchant verifications.
- Assist members and branch staff with cardholder inquiries and problems.
- Authenticate members using out-of-wallet security questions before resetting access or completing account transaction requests.
- Promote positive relationships with internal and external members and prioritize member service.
- Comply with applicable laws and regulations to protect the Credit Union from fraud and loss.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
