Contact Center Representative I
About The Position
Harborstone Credit Union is hiring a Contact Center Representative I to build relationships with members and help them navigate financial goals and milestones. The representative provides service through members’ preferred channels, including phone, email, and in-person interactions, and acts as a financial coach and trusted resource. The role uses lending expertise to identify member needs, recommend suitable products and services, and explain mortgage solutions or connect members with specialized resources. It also involves resolving complex inquiries, supporting team development and training as needed, and contributing to Harborstone’s mission and member-first culture.
Requirements
- High school diploma or equivalent.
- Microsoft Office skills.
- Successful completion of Harborstone’s required internal training programs and Financial Navigator certifications.
- Ability to build relationships and deliver outstanding member experiences.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to learn and navigate financial products, services, and operational processes.
Nice To Haves
- Bilingual skills are strongly preferred.
Responsibilities
- Build and strengthen relationships with new and existing members by understanding their financial goals.
- Provide service through members’ preferred communication channels, including phone, email, and in-person interactions.
- Identify opportunities to provide solutions that support members’ financial well-being.
- Coach members on financial goals and celebrate their successes.
- Use lending expertise to identify financial needs and recommend appropriate products and services.
- Educate members about mortgage solutions and connect them with specialized resources when needed.
- Resolve complex member inquiries using critical thinking and problem-solving skills.
- Support team development and training initiatives as needed.
- Contribute to Harborstone’s mission, strategic goals, and member-first culture.
Benefits
- 401(k) with employer match
- Medical, dental, and vision coverage
- Employer contribution toward dependent medical premiums
- Paid time off and holidays
- Professional development and career growth opportunities
- Employee appreciation and recognition programs
- Discounted employee financial products
- Competitive pay of $20–$30 per hour, depending on experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
