Contact Center Representative

Del-One Federal Credit Union•Dover, DE

About The Position

The Contact Center Representative is the frontline of Del-One Federal Credit Union’s member experience. The role delivers consistent, efficient, and exceptional service, using each interaction to build relationships, identify members’ needs, and support them as they pursue their financial goals. Representatives take a proactive, curious approach to problem-solving by using internal resources, asking questions, and identifying ways to improve service and business processes. The position handles member calls and inquiries in a fast-paced, high-volume environment, providing accurate and empathetic support across transactions, digital tools, account opening, and account support. Representatives maintain knowledge of credit union policies, products, and digital tools; comply with applicable policies and regulations; and coordinate with coworkers, management, and other departments. The role also includes completing records, assisting with account verification and correspondence, and maintaining a clean and secure work area.

Requirements

Associate’s degree in business or a related field, or equivalent experience.
Minimum of 1 year of related experience.
Understanding of related legal and regulatory requirements.
Knowledge of accounting and lending.
Knowledge of Credit Union products and services.
Proficiency in Microsoft applications and credit union systems.
Strong interpersonal and communication skills.
Ability to take initiative and work independently.
Comfort presenting to and guiding peers.
Flexibility, organization, and good time-management skills.
Ability to perform basic arithmetic, including calculations involving money, decimals, ratios, and percentages.
Ability to reason through detailed but uninvolved instructions and problems involving a few variables.
Ability to read and write effectively and communicate in complex sentences.
Finger dexterity for tasks such as typing and handling small objects.
Ability to talk frequently and convey detailed or important information accurately.
Average hearing and visual abilities.
Ability to perform sedentary work, sitting most of the time and exerting up to 10 pounds of force occasionally.

Nice To Haves

Related experience in a Credit Union or other financial institution is preferred.
Familiarity with Del-One products, services, and mission.

Responsibilities

Deliver consistent, engaging, accurate, empathetic, and efficient Contact Center service in a fast-paced, high-volume environment.
Resolve member issues across transactions, digital tools, account opening, and account support.
Manage member calls and inquiries, using available resources to provide guidance and a positive member experience.
Maintain current knowledge of credit union policies, digital tools, and product offerings.
Build member relationships by providing education, recommending relevant products, and delivering personalized service.
Identify process and service improvements and share feedback with leadership.
Comply with Credit Union policies and procedures, including Bank Secrecy Act regulations.
Establish and maintain effective working relationships with coworkers and management.
Assist Contact Center personnel and other departments as needed.
Keep the supervisor informed of area activities and significant problems.
Complete required documents, reports, and records accurately and promptly.
Attend and participate in required meetings.
Assist in verifying accounts and other member correspondence.
Keep the work area clean, secure, and well maintained.
Perform related duties as required or assigned.