Contact Center Representative

R I A FEDERAL CREDIT UNION • Bettendorf, IA

1d • Onsite

About The Position

The Contact Center Representative at R.I.A. Federal Credit Union focuses on improving members’ financial well-being by building relationships, acting with integrity, and taking action to meet members’ needs. The representative maintains knowledge of the credit union’s products and services and educates members and prospective members about them. Member interactions may occur by phone, chat, or text, and should provide a pleasant, professional experience.

The role performs banking transactions and routine member-service tasks, identifies opportunities to help members through additional products or services, and refers those opportunities to the appropriate teams. It requires compliance with applicable laws, policies, procedures, and security practices, as well as protection of confidential information and credit union property. This is a full-time position based on branch attendance; hours may vary according to job-related requirements. Less than 10% travel is expected, including some local travel in the Quad City area.

Requirements

• High school graduate or GED.
• Ability to type and use a calculator.
• Strong written and verbal communication skills in English, including the ability to follow and give oral and written instructions.
• Ability to listen carefully, comprehend quickly, and relay accurate information or instructions.
• Strong analytical, financial, and business acumen.
• Attention to detail, accuracy, and solid organizational skills.
• Ability to problem-solve, take initiative, and multitask.
• Ability to maintain confidentiality and demonstrate trustworthy, ethical, and respectful conduct.
• Ability to work cooperatively and collaboratively, adapt, learn, and evolve.
• Dependability, dedication, and ability to build relationships and provide exceptional customer service.
• Regularly sit at a desk, use a computer, answer phone calls, and interact with employees at all levels; occasionally lift and move up to 25 pounds.

Nice To Haves

• Two years of secondary education in a related field or equivalent work experience.
• Experience in customer service, banking, and electronics.

Responsibilities

• Maintain product and service knowledge and attend required continuing education to educate members and prospective members.
• Interact with members and prospective members about deposit and loan accounts by phone, chat, or text, and communicate professionally with supervisors and coworkers.
• Attend meetings as required.
• Perform banking transactions, including loan payments, transfers, and account changes; complete and return deposit verifications and credit inquiries; and perform other financial transactions.
• Assist with routine member-service functions, including blue book prices, stop payments, statements, and copies.
• Assist with confidential document filing, statement problems, discrepancies, and member complaints.
• Identify opportunities to improve members’ financial well-being and refer relevant product or service opportunities to the appropriate teams.
• Follow applicable philosophies, laws, policies, procedures, and safety and security rules.
• Maintain security over valuables and premises, keep member and credit union information confidential, protect credit union property and supplies, and keep the work area secure, organized, and neat.

What This Job Offers

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