Contact Center Agent I (Voice Channel)
About The Position
The Contact Center Agent assists members with assigned savings and lending functions and works to exceed referral and sales goals. The role requires knowledge of system and back-office operations across electronic delivery 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 November 30, 2026. The agent handles member inquiries and transactions, identifies appropriate products and services, supports account maintenance and electronic banking enrollment, and works with other departments and branches as needed. The position reports to the Manager, Contact Center and supervises no positions. It is non-exempt. After a 90-day training program, the work setting is hybrid remote and in-office, with Saturday availability required.
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 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 efficiently.
- Identify referral opportunities for loans 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 or reordering debit cards, providing balances, reissuing or resetting PIN numbers, and processing loan or credit card payments.
- Identify and explain products and services that may benefit members, demonstrating knowledge of their features and benefits.
- Open and maintain member-related accounts, member deposits, and service-related accounts.
- Cross-sell virtual branch and bill pay services, and help members enroll in the virtual branch and understand 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
