Contact Center Representative
About The Position
The Contact Center Representative provides outstanding service through a digital and phone-based contact center environment. This role is responsible for delivering prompt, professional support and making banking easy for members by addressing questions, resolving issues, and providing guidance across multiple service channels. Representatives serve as the first point of contact and play a key role in creating positive member experiences via inbound and outbound phone calls, online platforms, mobile banking, IVR, and email. The position focuses on responsiveness, accuracy, and relationship-building.
Requirements
- Up to six months of similar or related experience, including time spent in customer service or preparatory roles
- High school diploma or GED required
- Strong customer service skills with the ability to manage difficult member interactions professionally
- Excellent verbal and written communication skills
- Proficiency in Microsoft Word, Excel, and Outlook
- Basic mathematical skills and comfort using calculators
- Ability to multitask effectively across multiple systems in a fast-paced environment
- Strong attention to detail and commitment to accuracy
- Ability to be bonded
- Courtesy, professionalism, and tact in all interactions
Responsibilities
- Answer calls within established service-level expectations to maintain performance metrics
- Provide exceptional service by responding to member questions, concerns, and inquiries across phone and digital channels
- Represent the organization professionally while delivering service aligned with organizational values and service promises
- Identify opportunities to deepen member relationships by recommending appropriate products and services
- Educate members on product features and benefits to support short- and long-term financial needs
- Process transactions accurately and efficiently while maintaining detailed account documentation
- Update account information and document member interactions in the core system with close attention to detail
- Research issues and collaborate with internal departments to resolve concerns as needed
- Perform department support duties including scanning, faxes, and daily report processing
- Maintain full compliance with all policies, procedures, and applicable regulations, including BSA, Patriot Act, and OFAC requirements
Benefits
- Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
- Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
- Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
- Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
- Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
- Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
- Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
- Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
- Employee Assistance Program (EAP): Confidential support services for personal and professional challenges
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
