Contact Center Representative

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

Contact Center Representatives serve as the primary point of contact for members, providing high-quality member service across voice, messaging and Smart ATM channels. The Contact Center Representative role supports members with financial transactions, Digital Banking and Mobile App assistance, Debit Card and Credit Card assistance, loan payments, opening additional accounts, account research, and resolving member account questions and concerns.

Essential Functions:

Engage members and prospective members in conversations about their banking and financial needs via inbound and outbound calls, secure messages, Live Chat and Smart ATMs.

Conducting financial transactions, Online Banking and Mobile App assistance, Debit Card & Credit Card assistance, loan payments, and opening additional deposit accounts.

Recommend appropriate solutions, including referrals to our Wealth Management Advisors, Commercial Services, Mortgage Consultants, and Money Guides.

Assist and engage members through our network of Smart ATMs. Utilize the video interface to process cash and check withdrawals, account-to-account transfers, share deposits, and loan payments.

Process incoming check deposits, adhering to the daily cutoff time. Complete check returns and adjustments by the end-of-day. Appropriately notify members and in-branch staff of returned and adjusted checks. Batch checks daily at end-of-day.

High School Diploma; previous experience in customer service strongly preferred; demonstrated ability to work as a team; excellent communication and computer skills, including Word, Excel and web. Qualified candidates must have strong interpersonal skills, attention to detail, and ability to multi-task.

Hours: Full-time, 37.5 hours/week, including rotating Saturdays.

Reports to: Contact Center Manager

Grade 07: Min $20.50 Mid $25.63 Max $30.76

Telecommute Status: On-Site (Primary work location is at our Contact Center).