Contact Center Representative I

GULF COAST EDUCATORS FEDERAL CREDIT UNION•Pearland, TX

2d•Onsite

About The Position

GCEFCU is seeking motivated and dependable individuals to join its Contact Center team. Contact Center Representatives handle incoming calls and other member requests, gaining knowledge across several credit union departments. The role involves answering member questions, resolving account issues, explaining policies and procedures, and educating members about suitable credit union products and services. The position is located at the Pearland West branch. Four positions are available: three schedules are Monday through Friday, 11:45 a.m. to 4:00 p.m., with alternating Saturdays from 8:45 a.m. to 12:15 p.m.; one schedule is Monday through Friday, 1:45 p.m. to 6:00 p.m., with alternating Saturdays from 8:45 a.m. to 12:15 p.m. Representatives respond to secure messages, handle Glia interactions, review remote deposit items, and provide technical support for online Bill Pay, Zelle, and online banking. The role also includes electronic account servicing, account opening, loan application assistance, and compliance-related responsibilities. The posting describes this as a learning opportunity for career growth at GCEFCU.

Requirements

Be self-motivated.
Ability to multitask and solve problems.
Ability to communicate clearly and concisely over the phone and in writing using electronic media such as email and Glia.
Be dependable, reliable, and trustworthy.

Nice To Haves

Basic IT vocabulary is helpful.

Responsibilities

Answer member calls about account information and resolve member questions, providing accurate information about policies and procedures with moderate supervision.
Educate members about credit union products and services to identify appropriate financial services.
Respond to secure messages and assist members through electronic communications, including Glia and Direct Home Banking messages.
Assist members with payment types and account access, including checks and credit cards by phone, remote check deposits, bill pay systems, Zelle, and home banking.
Provide technical support for online Bill Pay, Zelle, and online banking.
Review remote deposit items.
Meet or exceed established service goals.
Open new and subsequent accounts through electronic-channel requests.
Authorize release of collateral on existing loans and make changes to loan terms and payment dates.
Assist members with the loan application process by collecting and updating pertinent information.
Identify reportable transactions under the Bank Secrecy Act, obtain required information, and report transactions.
Comply with NCUA requirements, the Bank Secrecy Act, governmental regulations, and credit union policies and guidelines.
Alert supervisory personnel to suspicious activity, including forgery, theft, kiting, or apparent attempts to avoid CTRs.
Perform other related duties as assigned.