Member Contact Center Agent

Vibrant Credit Union•Moline, IL

12d•$19 - $27•Onsite

About The Position

The Member Contact Center Agent (MCC Agent) delivers accurate, professional support to members by resolving routine and complex financial inquiries within the Member Contact Center. This role emphasizes member education and promotes digital self-service adoption, empowering members to handle tasks independently while providing human support for more complex needs. All interactions are conducted in alignment with service, security, and compliance standards, supported by a structured training path for ongoing skill development.

Requirements

High school diploma or GED required
Prior experience working in a financial institution is preferred
Working knowledge and ability to handle common account transactions and member requests
Experience with MS Suite

Responsibilities

Verify member identity and account ownership to protect privacy, security, and account integrity.
Deliver accurate, efficient service while managing call volumes across multiple systems.
Meet or exceed departmental service level agreements, quality standards, and individual performance metrics.
Resolve member inquiries ranging from routine requests to complex financial service issues using sound judgment and problem-solving skills.
Identify potential fraud or red flags, and follow established procedures to prevent, escalate, and resolve suspicious activity.
Confidently de-escalate challenging interactions or escalate concerns when appropriate, following defined departmental processes.
Accurately route member inquiries by transferring calls or creating detailed tickets to ensure timely resolution by the appropriate teams.
Identify opportunities to introduce relevant accounts, products, services, and partner program offerings, while educating members on digital self-service options to meet their needs and financial goals.
Participate in ongoing training and professional development to remain current on policies, procedures, regulations, and compliance requirements.
Complete all required compliance and security training within assigned timelines.