Contact Center Representative

WMCU•Grand Rapids, MI

just now•Onsite

About The Position

WMCU is seeking a Contact Center Representative to join our team in Grand Rapids. This role supports members with interactive ATM transactions, telephone, email, website, and contact requests, providing accurate, timely, confidential, and friendly service for all their banking needs.

Requirements

Team player attitude.
High school diploma or GED required.
Customer service background with a strong ability to handle challenging situations.
Able to pass a background check.
Must have excellent written and oral communication skills.
Must be detailed oriented.

Nice To Haves

CUAnswers experience a plus.

Responsibilities

Deliver exceptional member and team member service aligned with WMCU’s Core Values.
Maintain strong product knowledge and compliance with all policies and regulations.
Handle multi-channel member inquiries (Interactive ATM, phone, email, chat, and online banking messages) regarding products, services, credit and debit card troubleshooting, and transactions accurately and efficiently.
Identify members’ needs and provide solutions, including education on credit union services and maximizing cross-selling opportunities to meet sales goals.
Ensure accuracy and follow-up on all account maintenance, troubleshooting, and technical support for digital banking tools.
Detect and prevent fraud by applying security protocols and verifying member identity.