Contact Center Representative I

EFCU Financial•Baton Rouge, LA

4d•$20 - $25•Onsite

About The Position

The Contact Center Representative I supports Contact Center Operations by managing member service activities, assisting with complex inquiries, and ensuring compliance with established standards. Reliable attendance is essential to provide timely support, maintain service levels, and ensure adequate Contact Center coverage. The role contributes to a productive, service-focused environment and an enhanced member experience. The representative serves members through phone, email, online channels, and in-person interactions; handles routine financial transactions and account maintenance; shares information about Credit Union products, services, and policies; and supports lending needs. The role also processes deposits, payments, verifications, and account forms; maintains operational accuracy; follows compliance, security, confidentiality, and fraud-prevention procedures; and identifies appropriate products and services for members. Additional work includes digital banking and card-fraud support, front desk coverage as assigned, and other duties as assigned. The starting hourly rate is $19.73–$24.67, based on experience.

Requirements

High school diploma or equivalent.
One to three years of similar or related experience in a bank and/or credit union.
Regular and reliable in-person attendance.
Excellent telephone etiquette and verbal communication skills.
Excellent interpersonal skills.
Exceptional organizational skills.
Must pass all credit and bond requirements.

Nice To Haves

In-depth knowledge of Credit Union products and services.

Responsibilities

Provide courteous, efficient member service by phone, email, online channels, and in person.
Assist members with routine transactions, including deposits, withdrawals, loan payments, transfers, and check cashing.
Respond professionally to member inquiries and provide account information and maintenance for savings, checking, certificates, IRAs, and special accounts.
Provide accurate information about Credit Union products, services, and policies.
Facilitate loan applications and assist with loan-related questions.
Process ATM and mobile deposits, loan payments, bill payment verifications, and escalations.
Balance the virtual noncash drawer and checks daily.
Complete ACH requests, account maintenance forms, and written third-party verifications.
Follow Credit Union policies, regulatory requirements, security procedures, and confidentiality requirements; report suspicious activity and follow fraud-prevention procedures.
Keep work areas clean, organized, and secure.
Identify and recommend products and services that meet member needs, achieve or exceed referral and sales goals, and counsel members on financial solutions and money management as appropriate.
Maintain effective working relationships with team members and leadership; communicate issues, trends, and member concerns to leadership.
Participate in training and cross-training activities.
Place travel notifications; review debit and credit card fraud cases; and complete debit and credit card disputes and fraud claims.
Recognize fraud indicators in mobile deposits and other transactions, troubleshoot online banking and digital payment issues, and assist with electronic money transfer issues.
Assist with processing returned mail and wire transfers and follow security verification procedures.
Cover the front desk as assigned, maintain a professional presence, and perform other duties as assigned.