Contact Center Consultant I

Family Trust Federal Credit Union•Rock Hill, SC

About The Position

The Contact Center Consultant I serves as a primary point of contact for members and employees, providing service through phone, online, and other electronic channels. The role resolves inquiries, researches issues, and provides accurate, timely, and professional 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 position also supports credit union growth by cross-selling products and services that enhance members’ financial well-being. The consultant handles incoming calls, emails, and chats; answers account questions; processes member transactions and service requests; assists with share certificates and card-related matters; and researches and documents problems through resolution. The role uses Synapsys to identify cross-selling opportunities and encourage members to use online services. The consultant also maintains knowledge of BSA regulations and follows internal policies, security procedures, and regulatory guidelines.

Requirements

At least six months of similar or related experience.
High school education required; work experience may also be considered.
Good listening and telephone skills.
Experience with automated data processing systems, including PCs, software programs, and mainframe systems.
Ability to multitask, adjust to change, and remain calm in fast-paced, high-volume conditions.
Ability to 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 written and oral communication skills, including telephone and chat service.
Analytical, problem-solving, and decision-making skills, including research and follow-through until issues are resolved.
Ability to handle multiple tasks concurrently.
Significant trust and diplomacy, with courtesy and tact when dealing with personal or sensitive matters.
Ability to motivate or influence others and foster sound relationships with outside entities.

Nice To Haves

Additional education is desired.
Extensive knowledge of credit union products.
Strong commitment to continued education.

Responsibilities

Receive member calls, emails, and chats; identify the request and attempt to answer, complete, or resolve it promptly without transferring the member when reasonably possible.
Authenticate members and maintain their privacy when providing service.
Answer general inquiries about share and loan accounts.
Process stop-payment requests and requests for copies of share drafts and statements.
Process withdrawals, transfers between accounts, and loan payments.
Assist members with new or maturing share certificates.
Place necessary warnings and account blocks when members report lost or stolen checkbooks, ATM cards, Visa credit cards, or Visa debit cards.
Assist with debit card and credit card questions.
Research member problems and complaints, document them accurately, follow through in a timely and complete manner, and resolve issues to the member’s satisfaction.
Cross-sell credit union products and services through Synapsys according to 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, follow security procedures and regulatory guidelines, and participate in assigned continuing education.
Perform other job-related duties as assigned.