Support Center Representative

Altana Federal Credit Union•Billings, MT

About The Position

Altana is seeking a Support Center Representative to provide meaningful member connections in a collaborative, fast-paced environment. The representative is often the first point of contact for members and builds trust by resolving issues and supporting members through phone, digital, and online interactions. The role combines service excellence with operational accuracy so members feel supported, understood, and valued. The representative handles member inquiries and transactions, processes digital service requests, reviews reports, follows compliance and privacy guidelines, and collaborates with teams across the organization. The position also includes ongoing training and development and backup support for ITM Representatives as needed.

Requirements

High School Diploma or GED (listed as preferred in the posting).
At least 12 months of experience in a member or customer support function at a financial services institution, or in a directly related field.
Foundational understanding of call center or member service operations.
Strong problem-solving skills and ability to resolve a variety of member needs.
Excellent written and verbal communication skills.
Ability to handle sensitive and confidential information professionally.
Ability to work independently and contribute to a team.
Proficiency with standard office technology, including phones, computers, and systems.

Responsibilities

Answer inbound calls and assist members with questions, account needs, and fund transfers.
Route calls to appropriate teams when specialized support is needed.
Respond professionally and carefully to online messages, voicemails, and digital inquiries.
Research member questions and issues to resolve them effectively.
Process mobile deposits, emails, and digital service requests.
Identify member needs and connect members to appropriate solutions.
Process and review daily and periodic reports with attention to detail.
Maintain accuracy and efficiency across transactions and systems.
Partner with teams across the organization to ensure seamless member experiences.
Provide backup support for ITM Representatives as needed.
Share knowledge and contribute to a positive, team-focused environment.
Stay current on Altana products, services, and policies.
Follow compliance, privacy, and regulatory guidelines.
Attend required meetings and participate in ongoing training and development.
Maintain dependable attendance and punctuality.