Member Contact Center Representative II

Navigator Credit Union•Gautier, MS

About The Position

Navigator Credit Union is recruiting a full-time Member Contact Center Representative II to provide accurate information and exceptional service in response to member inquiries, primarily through incoming calls. The representative builds long-term relationships, educates members about and cross-sells financial products and services, and maintains strong knowledge of the credit union’s financial solutions, policies, and procedures. The role includes processing account services and transactions, maintaining online account applications, supporting new-account onboarding, building loan applications from cross-qualification opportunities, and reviewing credit bureau reports. The representative identifies opportunities to support members’ financial success, resolves concerns within their authority, and escalates issues when appropriate. The position requires protecting confidential member information, meeting production goals, and complying with applicable regulations and credit union procedures. The work is primarily sedentary and performed indoors in a climate-controlled shared work area with minimal noise. The role requires routine computer work, use of office equipment, occasional lifting up to 10 pounds, and the ability to climb or descend stairs in an emergency. Local and other travel may be required. Extended hours may be required or requested by management. The representative must maintain reliable attendance and perform work independently or with limited supervision, including under deadlines and changing priorities.

Requirements

High school degree or GED.
Above-average oral and written communication skills.
Ability to problem-solve and manage multiple tasks and deadlines.
Ability to work independently and as part of a team.
Proven ability to meet individual production expectations.
A pleasant, distinct voice that reflects an enthusiastic and helpful attitude.
Ability to perform primarily sedentary work, with occasional lifting up to 10 pounds and ability to climb or descend stairs in an emergency.
Ability to use routine office equipment, including a telephone, copier, facsimile machine, and calculator, and to work on a computer for an average of 6–8 hours per day when necessary.
Ability to work extended hours when required or requested by management.
Ability to travel locally as a driver and travel by commercial airline, rental vehicle, or public transportation, and lodge in public facilities.
Regular, reliable, and timely attendance.
Ability to perform job functions independently or with limited supervision; follow written and oral instructions; communicate clearly; and handle diverse personalities professionally and discreetly.
Ability to maintain composure under deadlines, accuracy and quality demands, or a fast pace, and manage multiple, simultaneous, and changing priorities.

Nice To Haves

Previous call center experience.
Bilingual ability.

Responsibilities

Provide accurate information and respond to member requests, primarily through inbound calls and other channels, while following member-verification procedures.
Identify, investigate, and resolve member concerns, disputes, and requests within the scope of authority; escalate issues through the chain of command when necessary.
Process and complete member transactions efficiently and effectively.
Maintain current knowledge of credit union products, services, policies, and procedures.
Use sales and service tools and the Creating Member Loyalty (CML) methodology to identify member needs and offer relevant products and services.
Support online account applications and the credit union’s new-account onboarding process as a backup to the Operations Support Representative.
Build loan applications from cross-qualification opportunities and analyze credit bureau reports.
Identify and recommend opportunities that support members’ financial success.
Communicate professionally and effectively with internal and external members, maintaining a friendly and welcoming tone.
Protect the confidentiality of member information and use discretion when discussing sensitive financial matters.
Meet established production goals.
Comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.
Demonstrate integrity, leadership, accountability, and teamwork.