Senior Contact Center Agent

Vibrant Credit Union • Moline, IL

6d • Onsite

About The Position

Position Overview: The Senior Contact Center Agent serves as a key resource for handling complex transactions and resolving escalated issues. This role not only supports members with exceptional customer service but also ensures a positive experience by efficiently addressing complex scenarios and contributing to the overall success of the team.

Requirements

• High school diploma or GED required
• 1-2 years' experience working in a financial institution
• Working knowledge of core banking systems, ticketing platforms, and payment solutions
• Working knowledge of fraud detection techniques and identity verification processes

Responsibilities

• Confirm account ownership to protect member privacy and security.
• Deliver efficient, accurate service while managing high call volumes and multiple systems.
• Meet or exceed departmental service level agreements and individual performance metrics.
• Resolve member inquiries and account issues across all complexity levels.
• Handle member-requested escalations, de-escalating or escalating calls per department procedures.
• Identify cross-selling opportunities and present relevant products and services to meet members’ needs.
• Accurately, route member inquiries to the appropriate teams when necessary.
• Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees