Contact Center Specialist
About The Position
At MyPoint Credit Union, we believe in delivering exceptional service and creating meaningful financial relationships with our members. We are looking for a motivated, service-driven Contact Center Specialist to join our growing Contact Center team. If you enjoy helping people, solving problems, learning new technology, and identifying opportunities to meet members' financial needs, this could be the perfect role for you. In this position, you will serve as a trusted resource for members by providing support through phone, digital, and online communication channels. You will assist with account transactions, digital banking services, research requests, and product recommendations while delivering an outstanding member experience every day.
Requirements
- High School Diploma or GED required.
- Minimum one (1) year of customer service experience, preferably in a financial institution, contact center, retail banking, or related environment.
- Strong verbal and written communication skills.
- Ability to manage a high volume of daily member interactions with professionalism and accuracy.
- Proficiency in Microsoft Office and basic computer applications.
- Strong problem-solving and organizational skills.
- Ability to maintain confidentiality and exercise sound judgment.
Nice To Haves
- Previous credit union or banking experience.
- Experience working in a contact center environment.
- Knowledge of consumer lending and deposit products.
- Familiarity with digital banking systems and electronic payment services.
- Bilingual skills are a plus.
Responsibilities
- Deliver friendly, professional, and accurate service to members and potential members.
- Resolve member inquiries efficiently while creating positive experiences with every interaction.
- Build strong relationships through exceptional service and financial guidance.
- Handle a high volume of inbound calls, secure messages, chats, and other communication channels.
- Conduct outbound follow-up calls to support member needs and service initiatives.
- Maintain productivity and quality standards in a fast-paced environment.
- Identify member needs through active listening and thoughtful questioning.
- Recommend credit union products and services that provide value and meet member goals.
- Successfully close sales opportunities while maintaining a member-first approach.
- Process account transfers, loan payments, and account maintenance requests.
- Research transaction histories and resolve account-related concerns.
- Provide accurate information regarding products, services, rates, and membership requirements.
- Process stop payments and address Courtesy Pay inquiries.
- Assist with ACH disputes and other account servicing requests.
- Support shared branching, debit card services, ATM transactions, and related operational functions.
- Educate members on Online Banking, Mobile Banking, eStatements, eDeposits, and telephone banking services.
- Troubleshoot digital banking issues and guide members through available self-service options.
- Promote adoption of digital solutions that enhance the member experience.
- Maintain member confidentiality and safeguard sensitive information.
- Adhere to all applicable regulations, policies, and procedures, including: Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), USA Patriot Act / Customer Identification Program (CIP), Regulation CC.
- Complete required compliance and operational training.
- Participate in department meetings and ongoing training opportunities.
- Support special projects and departmental initiatives as assigned.
- Perform other duties as required to support organizational goals.
Benefits
- Collaborative work environment
- Competitive compensation
- Comprehensive benefits
- Opportunities for advancement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
