Contact Center Representative

Truliant Federal Credit Union•Winston-Salem, NC

6d•Onsite

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Why this role matters At Truliant Federal Credit Union, every member interaction is a chance to make financial life a little easier, clearer, and more personal. As a Contact Center Representative, you’ll be one of the first voices members turn to when they have questions, need support, or want guidance on the products and services that can help them move forward. This is a great opportunity for someone who enjoys helping people, solving problems in real time, and creating a positive experience across calls, texts, chats, and emails. What you’ll do In this role, you’ll support Truliant member-owners by responding to inquiries, researching account questions, and connecting members with straightforward financial solutions. You’ll balance accuracy, service, and follow-through while working closely with teammates and internal partners to resolve needs quickly and professionally. Day to day, you’ll : Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant’s mission of putting members first. Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals. Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed. You’ll also contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.

Requirements

Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
Strong verbal and written communication skills in English, including clear explanations and active listening.
Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.
Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.
Good arithmetic skills and attention to detail when handling account-related questions or financial information.
Ability to manage shifting priorities, complete assignments with minimal supervision, and maintain professionalism in a fast-paced contact center environment.
Ability to use a consultative service approach to identify member needs and recommend appropriate Truliant products or services.
High school diploma or equivalent required.
Comfortable working in a structured environment where accuracy, compliance, confidentiality, and excellent member service matter throughout the day.

Nice To Haves

Previous contact center experience.
Previous experience in the financial industry, credit union, or banking environment.
Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.

Responsibilities

Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant’s mission of putting members first.
Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.
Research and resolve account questions, verify member identity, document interactions accurately, and escalate to internal support when needed.
Contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.