Contact Center Consultant I

Family Trust FCU•Rock Hill, SC

About The Position

The Contact Center Consultant I is a primary point of contact for credit union members and employees, providing professional service through phone, online, and other electronic channels. The role resolves inquiries, researches issues, and delivers accurate, timely support across credit union products and services. It requires knowledge of branch operations, deposit accounts, and member services, along with the ability to identify member needs, recommend solutions, and refer specialized requests to the appropriate department. The role also supports credit union growth by cross-selling and promoting products and services that enhance members’ financial well-being. The consultant handles incoming calls, emails, and chats, aiming to resolve requests without transferring members. They assist with account inquiries and transactions, lost or stolen cards and checkbooks, certificates, and card-related questions; investigate complaints; document work; and follow issues through to resolution. They also promote online services, comply with BSA regulations and internal policies, complete required training, and perform other assigned job-related duties.

Requirements

Minimum six months of similar or related experience.
High school education required; additional education desired. Work experience will also be considered.
Excellent written and oral communication skills, including the ability to deliver outstanding member service by telephone and chat.
Ability to make decisions consistent with credit union policy, mission, and core values.
Analytical, problem-solving, and decision-making skills, including research and follow-through until issues are resolved.
Ability to handle multiple tasks concurrently and remain calm in fast-paced, high-volume conditions.
Extensive knowledge of credit union products.
Good listening and telephone skills.
Experience with automated data processing systems, including PCs, software programs, and mainframe systems.
Ability to adjust to change and use discernment and good judgment when making exceptions without compromising the credit union’s mission and core values.
Ability to recognize and act upon sales opportunities.
Strong commitment to continued education.
A significant level of trust and diplomacy, along with courtesy and tact; ability to handle extensive personal contact, sensitive matters, and situations requiring motivation or influence.

Nice To Haves

Additional education beyond high school.

Responsibilities

Receive incoming member calls, emails, and chats; determine the request and make reasonable efforts to answer inquiries, complete requests, or resolve problems promptly without transferring the member.
Maintain member privacy and authenticate members before providing services.
Answer general inquiries about share and loan accounts.
Process stop payments, requests for copies of share drafts and statements, withdrawals, transfers between accounts, and loan payments.
Assist members with new or maturing share certificates.
Process required warnings and account blocks when members report lost or stolen checkbooks, ATM cards, Visa credit cards, or Visa debit cards.
Assist members with debit card and credit card questions.
Research and resolve member problems and complaints through timely follow-through, accurate documentation, and resolution to the member’s satisfaction.
Cross-sell credit union products and services through Synapsys based on members’ needs and requests, including encouraging use of online electronic services.
Maintain knowledge of and comply with BSA-related regulations and internal policies and procedures.
Complete required annual training, adhere to security procedures and regulatory guidelines, and participate in assigned continuing education.
Perform other job-related duties as assigned.