Contact Center Representative

Vistech•West Lafayette, IN

12d

About The Position

The Contact Center Representative serves as a trusted first point of contact for members, providing knowledgeable and responsive support across communication channels. The role handles transactions, account updates, card servicing, and digital banking assistance, with a focus on clear, accurate, member-focused interactions and high-quality service. Representatives guide members toward solutions using sound judgment and system expertise. They support service excellence and operational accuracy while following regulatory requirements, internal procedures, fraud-prevention practices, and member authentication standards.

Requirements

Strong problem-solving and analytical skills, with the ability to resolve a wide range of member issues.
Ability to navigate multiple systems, applications, and tools simultaneously.
Professional, empathetic communication skills across phone, chat, and written channels.
Ability to multitask in a fast-paced environment with frequent interruptions.
Strong typing accuracy of 40+ WPM and attention to detail.
Proficiency with Microsoft Office Suite.
Ability to communicate professionally, verbally and in writing, with employees, members, vendors, and company contacts.
Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.

Responsibilities

Deliver accurate and timely account information, servicing, and support in accordance with regulations and internal procedures.
Resolve member needs across multiple channels with professionalism, empathy, and ownership.
Perform teller transactions, including transfers, fee adjustments, deposits, withdrawals, and account maintenance updates.
Provide Visa debit and credit card servicing, including activation, transaction dispute handling, ordering, troubleshooting, and rewards program assistance.
Process payments and payoffs and provide payment histories or payoff details.
Provide statements, check copies, transaction summaries, verification of deposit, and merchant verification responses.
Assist with login support, navigation, and troubleshooting for Digital Banking, Mobile Banking, Bill Pay, and Bank-by-Phone.
Research and resolve member-reported digital issues or escalate them when appropriate.
Support Print-a-Check-to-Branch and other digital tools.
Identify member needs and provide accurate product information using a professional, needs-based approach.
Promote relevant services such as Digital Banking, eStatements, and direct deposit to deepen member relationships.
Refer members to specialized departments, including Mortgage, Investments, and Business Services, as appropriate.
Partner with Specialists and Leads to resolve complex scenarios and maintain smooth service coverage.
Document interactions thoroughly to support seamless follow-up and team efficiency.
Contribute to a positive, supportive team environment.
Stay current on credit union products, services, technology enhancements, and promotions.
Maintain knowledge of BSA, OFAC, CIP, and other regulatory requirements.
Participate in ongoing training, seek feedback, and build role-relevant knowledge and skills.
Follow fraud-prevention procedures and member authentication standards.
Ensure transactions and communications comply with federal, state, and credit union policies.