Contact Center Agent

Description

The Contact Center Agent serves as the first point of contact for members reaching out to the credit union via phone and other digital communication channels. This role is essential in delivering seamless and personalized member experience by providing accurate information, resolving issues efficiently, and promoting the value of our products and services. The ideal candidate is empathetic, solution-oriented, and thrives in a fast-paced environment.

Position Responsibilities

• Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy.
• Provide detailed information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks including address changes, payment processing, debit card orders, and more.
• Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
• Handle sensitive financial data with the highest level of confidentiality and compliance.
• Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
• Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
• Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
• Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and professional development to stay current on products, policies, and systems.
• Contribute to a collaborative and positive team environment.
• Other duties as assigned.

Requirements

• High school diploma or equivalent
• Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.)
• Bilingual (Spanish)

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.
• Strong active listening, empathy, and interpersonal abilities.
• Confidence in problem-solving and decision-making under pressure.
• Comfort with digital systems and software, including CRM and multi-line phone systems.
• Ability to work independently while contributing to team success.
• Highly organized with the ability to multitask and manage time effectively.
• Adaptable and receptive to feedback and process changes.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.