Senior Contact Center Representative

CORNERSTONE COMMUNITY FINANCIAL CREDIT UNION • Troy, MI

9d • Hybrid

About The Position

The Senior Contact Center Representative is responsible for delivering outstanding member service across all member contact and digital service channels within the CCF Member Contact Center. This role provides immediate, consultative support to members and team members through inbound and outbound telephone, live chat, video teller machines (VTM), online banking, mobile banking, email, and other digital platforms. Serving as a professional representative of the credit union, the Senior Member Contact Advisor identifies opportunities to deepen member relationships by offering appropriate products and services aligned with CCF’s goals and growth targets. This position also supports digital service functionality, oversees electronic service interactions, assists with escalations, and ensures a seamless member experience across all channels while living CCF’s vision, mission, and service promises.

Requirements

• Two to Five years of similar or related experience, and time spent in preparatory positions, including mortgage lending, and both consumer and business account maintenance.
• A high school degree or GED is required.
• Courtesy and tact are essential elements of the job.
• Demonstrated strong customer service skills that include proven ability to handle difficult member interactions.
• Strong communication skills must be demonstrated through oral and written means.
• Proven sales aptitude.
• Proficient in the Microsoft suite of products including Word, Excel, and Outlook.
• Ability to obtain and maintain notary designation.
• Ability to be bonded
• Possesses basic mathematical skills and is proficient in the use of calculators.
• Must be able to multi-task effectively between multiple systems to assist members with their inquiries.

Responsibilities

• Utilizes a consultative interview approach during all member interactions, whether by phone or digital channel, to identify needs and deliver creative financial solutions. Facilitates HELOC, mortgage lending, and IRA processes; opens and maintains consumer and business accounts; processes consumer loan applications; educates members on CCF products and services; and supports membership growth initiatives. Assists with member escalations and ensures timely, accurate resolution of concerns to deepen member relationships.
• Responds to inbound and outbound calls, live chat, digital messaging, VTM inquiries, and electronic service requests within established service standards to maintain performance metrics. Performs a broad range of transactions and service requests including updating account information, processing savings, checking, and certificate account maintenance, assisting with automated service setup, Remote Deposit Capture (RDC), card maintenance inquiries, Bill Pay support, and Online/Mobile Banking troubleshooting. Ensures all interactions are documented promptly, efficiently, and accurately in the core system with strong attention to detail.
• Oversees day-to-day digital service coverage, including monitoring volume and functionality of Video Teller Machines and associated software to ensure operational effectiveness and member accessibility.
• Processes daily reports and performs department-related support duties such as scanning, faxes, and other administrative tasks.
• Fosters strong collaboration and frequent communication with Centralized Lending, Loan Processing, and internal departments to ensure seamless service delivery, including follow-up through the loan closing process.
• Researches complex situations and partners cross-functionally to resolve issues efficiently.
• Maintains compliance with all company policies and procedures and applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA Patriot Act, and Office of Foreign Assets Control requirements.

Benefits

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED