Senior Contact Center Agent

Vibrant Credit Union • Moline, IL

5d • $19 - $27 • 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. What You Will Do: 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

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