Part Time Contact Center Representative

Del-One Federal Credit Union•Dover, DE

About The Position

As the frontline of our member experience, the Contact Center Representative plays a critical role in delivering service that is consistent, efficient, and exceptional. This role goes beyond answering calls – it's about making every interaction an opportunity to build deeper relationships, uncover unperceived needs, and leave members feeling confident in Del-One as their trusted financial partner. Representatives demonstrate a proactive and intellectually curious approach to problem-solving, using internal resources, asking the right questions, and continuously improving how we do business and serve our members.

Requirements

Associate’s degree in business or related field or equivalent experience
Understanding of related legal and regulatory requirements
Knowledge of accounting and lending
Knowledge of Credit Union products and services
Proficient in Microsoft applications and credit union systems
Minimum 1 year related experience; preferably in a Credit Union or other financial institution experience
Strong interpersonal and communication skills
Able to take initiative and work independently
Comfortable presenting to and guiding peers
Flexible and organized with good time management

Nice To Haves

Familiarity with Del-One products, services, and mission

Responsibilities

Assumes responsibility for the effective, consistent, and engaging delivery of Contact Center functions in a dynamic, member-first environment.
Delivers high-quality service with accuracy, empathy, and efficiency in a fast-paced, high-volume environment resolving issues across a range of services including transactions, digital tools, and account opening and support.
Manages member calls and inquiries using available resources to resolve issues, provide guidance, and support a positive member experience.
Maintains knowledge of credit union policies, digital tools, and product offerings, staying current to support evolving member needs.
Fosters relationships by recognizing opportunities to deepen engagement through education, recommendation of relevant products, and personalized service.
Demonstrates intellectual curiosity by actively identifying process improvements and sharing feedback with leadership to enhance team performance and service delivery.
Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and with management.
Assists Contact Center personnel as required.
Keeps supervisor informed of area activities and significant problems.
Completes required documents, reports and records accurately and promptly.
Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned.
Assists other departments as necessary.
Assists in verifying accounts and other member correspondence.
Keeps work area clean, secure, and well maintained.