Senior Contact Center Agent

IH Mississippi Valley Credit Union•Moline, IL

16d•Onsite

About The Position

Join our team as a knowledgeable and passionate Senior Contact Center Agent at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. We value strong interpersonal skills, if you enjoy building connections and delivering excellent service, your skills will be a great match. This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility. Summary of the Position: The Senior Contact Center Agent is a first point of contact for our members, handling inbound calls and supporting a variety of inquiries and transactions. This role requires strong communication skills, a member-first mindset, and a solid understanding of Credit Union operations. Senior Agents actively promote products and services that meet members' needs while delivering exceptional service and building lasting relationships. They also serve as a resource for their teammates, assisting with escalated issues and contributing to process enhancements.

Requirements

High School diploma or equivalent.
Minimum 2 years' experience in a Contact Center environment, preferably within a Credit Union or financial institution.
Proficiency with telephony software, core banking systems, and CRM platforms.
Proven success in meeting Contact Center performance metrics and KPIs.
Strong ability to manage high-pressure situations and resolve conflicts.
Excellent communication, problem-solving, and member service skills.

Responsibilities

Assist members with account inquiries, information on loans, online banking, and other financial needs.
Resolve member issues efficiently, aiming for first-contact resolution.
Build relationships and identify opportunities to match members with products and services that support their financial wellness.
Accurately document member interactions and follow compliance procedures.
Participate in meetings, training, and organizational initiatives.
Stay current on policies, technology, and remote delivery options.
Take initiative for personal development and skill-building.
Serve as a subject matter expert and support other agents.
Handle complex and escalated member calls professionally.
Suggest process enhancements that support more efficient and effective service delivery.