Contact Center Rep I

Heritage Family Credit Union • Rutland Town, VT

5d • Onsite

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 representative responds to service requests promptly and professionally, with an emphasis on resolving inquiries in one call and providing an exceptional phone experience.

The role also involves account maintenance, processing services such as wire transfers and disputes, opening new accounts, explaining and cross-selling products and services, and meeting performance goals. The representative verifies member identities, documents fraud cases, follows credit union policies and regulatory requirements, and works with supervisors and the compliance team to help protect members and the organization.

The position is based in a professional banking environment, primarily at a workstation or desk in an open office. It reports to the Contact Center Supervisor.

Requirements

• High school diploma or equivalent.
• Previous experience in a customer or member service role is required.
• 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.
• Ability to sit for long periods and perform extensive phone and computer work, including repeated keyboard motions.
• Ability to do some light lifting and carrying of large paper files.

Nice To Haves

• Previous experience in a call center environment.
• Previous experience working for a financial institution.

Responsibilities

• Answer incoming calls promptly and professionally, resolve member inquiries and requests with a focus on one-call resolution, and provide accurate information about products, services, and company policies.
• Perform account maintenance and other services, including wire transfers and disputes; follow up with members and escalate issues to supervisors when necessary.
• Identify and help prevent fraudulent activity, work with the supervisor and compliance team, document fraud cases, and maintain accurate records.
• Maintain comprehensive knowledge of credit union products and services and proactively explain, promote, and cross-sell them.
• Follow credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) requirements.
• Verify member identities on inbound and outbound calls according to established procedures 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 outstanding 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, and keep the contact center supervisor and manager informed of activities and significant concerns.

Benefits

• Paid time off in addition to paid federal holidays.
• Medical, dental, and vision benefits for employees who regularly work 24 or more hours a 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.
• Hobby reimbursement up to $25 per month.
• Fresh local foods reimbursement up to $25 on a seasonal basis.

What This Job Offers

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