Contact Center Specialist I

Carolinas Telco Federal Credit Union•Charlotte, NC

22h•Onsite

About The Position

As a Contact Center Specialist I, you will provide exceptional member service by serving as a trusted resource for account servicing, transactions, digital banking support, and general inquiries through phone, email, chat, and other communication channels. You will build strong member relationships by actively listening, identifying needs, and delivering accurate information and personalized solutions. Through adherence to authentication, security, and fraud prevention procedures, you will protect member information while supporting the use of Credit Union products and services that help members achieve their financial goals and contribute to the Credit Union's success.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills with the ability to build positive relationships and provide exceptional member service.
Working knowledge of computer systems and common business software applications.
Ability to accurately type, navigate multiple systems simultaneously, and effectively multitask while assisting members.
Strong organizational, problem-solving, and time management skills.
Ability to maintain confidentiality and follow established security, authentication, and fraud prevention procedures.
Dependable with a strong work ethic, professional demeanor, and commitment to teamwork.

Nice To Haves

Member-focused with a genuine passion for helping others and creating positive experiences.
Dependable and accountable, with a strong commitment to attendance, performance, and follow-through.
Skilled at communicating clearly, actively listening, and professionally resolving member inquiries.
Team-oriented and collaborative, fostering positive relationships with colleagues across the organization.
Adaptable and eager to learn, while maintaining a strong commitment to confidentiality, security, and fraud prevention.

Responsibilities

Serve as the first point of contact for members, providing professional, friendly, and accurate service through inbound and outbound phone calls, email, chat, and other communication channels.
Build positive relationships with members by actively listening, identifying needs, and providing accurate information and personalized solutions regarding credit union products, services, accounts, digital banking tools, and policies to enhance the overall member experience.
Research and resolve member inquiries, concerns, and basic account issues promptly, escalating complex situations when appropriate.
Accurately document member interactions and maintain detailed records within guidelines.
Achieve production standards measured through handle and talk time, number of calls, abandonment rate, loan referrals, audits, and other factors.
Work independently, prioritizing work to accurately complete daily assignments in support of the Credit Union goals.
Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills.
Uncover additional services that a member’s relationship will benefit from; cross-sell these products and services.
Stay current on CTFCU products, services, policies, and procedures through continuing education; protect member accounts and information by properly verifying identity, maintaining confidentiality, adhering to security protocols, and helping prevent and detect fraudulent activity.
Comply with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
Demonstrate CTFCU's core values in every member and employee interaction while supporting the Credit Union's mission, vision, and commitment to exceptional member service.
Perform additional duties and responsibilities as assigned to support departmental objectives, member service excellence, and overall organizational success.