Contact Center Representative

Del-One Federal Credit Union•Dover, DE

17h

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 member needs, and reinforce Del-One as a trusted financial partner. Representatives use internal resources and thoughtful questions to solve problems, support members, and identify opportunities to improve service and processes. The position handles member inquiries in a fast-paced, high-volume environment across transactions, digital tools, account opening, and account support. It also requires maintaining knowledge of credit union policies, products, and digital tools; following applicable policies and regulations; and coordinating effectively with coworkers, management, and other departments. The work is sedentary, primarily involving sitting, with occasional exertion of up to 10 pounds. No hazardous or significantly unpleasant working conditions are specified.

Requirements

Associate’s degree in business or a related field, or equivalent experience.
At least 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 sedentary work, sitting most of the time, and exert up to 10 pounds of force occasionally.
Finger dexterity for tasks such as typing and handling small objects.
Ability to talk frequently to convey detailed or important information accurately, loudly, or quickly.
Average hearing and visual abilities.
Ability to apply common-sense reasoning to detailed but uninvolved instructions and problems involving a few variables.
Ability to perform basic arithmetic, including calculations with money, decimals, ratios, and percentages.
Ability to read and write complex sentences with proper punctuation and communicate using good vocabulary.

Nice To Haves

Related experience at a credit union or other financial institution is preferred.
Familiarity with Del-One products, services, and mission.

Responsibilities

Deliver accurate, empathetic, efficient, and engaging service in a fast-paced, high-volume environment.
Handle member calls and inquiries, using available resources to resolve issues, provide guidance, and support a positive member experience.
Support members with transactions, digital tools, account opening, and account servicing.
Maintain current knowledge of credit union policies, digital tools, products, and services.
Build member relationships through education, relevant product recommendations, and personalized service that addresses expressed and unperceived needs.
Identify potential process and service improvements and share feedback with leadership.
Comply with credit union policies and procedures, including Bank Secrecy Act requirements.
Coordinate effectively with coworkers and management, assist Contact Center personnel, and help other departments as needed.
Keep the supervisor informed of activities and significant problems.
Complete required documents, reports, and records accurately and promptly.
Attend and participate in required meetings.
Assist with verifying accounts and other member correspondence.
Keep the work area clean, secure, and well maintained.
Perform related duties as assigned.