Contact Center Rep I

Heritage Family Credit Union- Heritage Family Credit Union • Rutland, VT

4d

About The Position

The Contact Center Representative I is the first point of contact for credit union members, handling inbound and outbound calls in a fast-paced environment. The role provides prompt, professional service and aims to resolve member inquiries and requests on the first call. Responsibilities include account maintenance, wire transfers, disputes, explaining products and services, opening accounts, and cross-selling relevant offerings. The representative also verifies member identities, identifies and documents potential fraud, and follows credit union policies and regulatory requirements, including BSA and AML standards. The position works with supervisors, compliance staff, and other personnel to support member service and protect members and the credit union.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer or member service role.
• Excellent phone skills and etiquette, with the ability to communicate clearly and effectively over the phone.
• Strong problem-solving abilities.
• Ability to work in a fast-paced environment and handle high call volume.
• Basic computer knowledge.

Nice To Haves

• Previous experience in a call center environment.
• Previous experience at a financial institution.

Responsibilities

• Answer incoming calls promptly and professionally, responding to and resolving member inquiries and requests with a focus on one-call resolution.
• Handle services such as wire transfers, disputes, and other account maintenance.
• Provide accurate information about credit union products, services, and policies.
• Follow up with members and escalate issues to supervisors when needed.
• Identify and help prevent fraudulent activity; work with supervisors and the compliance team to protect members and the credit union from financial loss.
• Document fraud cases and maintain accurate records in credit union systems.
• Maintain current knowledge of credit union products and services handled or promoted by the Contact Center.
• Identify, promote, explain, and cross-sell credit union products and services.
• Follow credit union policies, procedures, and regulatory requirements, including AML and BSA requirements.
• Verify member identities on inbound and outbound calls and accurately document verification steps.
• Open consumer and business share draft accounts, term share certificates, debit cards, and other accounts; verify forms, follow up on missing information, and submit documents for timely review.
• Meet or exceed performance metrics, including call goals, quality assurance, and member hold-time expectations.
• Maintain effective working relationships with area personnel and management.
• Keep the contact center supervisor and manager informed about area activities and significant problems or concerns.

Benefits

• Paid time off and paid federal holidays.
• Medical, dental, and vision benefits for employees who regularly work 24 or more hours per week.
• 401(k) match.
• Ongoing training opportunities.
• Eight hours of volunteer time with an organization important to the employee.
• Monthly gym membership reimbursement up to $25.
• Monthly hobby reimbursement up to $25.
• Seasonal reimbursement for fresh local foods up to $25.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED