Call Center Representative

The Call Center Representative serves as a primary point of contact for Credit Union members, delivering exceptional service through telephone, chat, and email channels. This role is responsible for assisting members with account inquiries, transactions, problem resolution, and general product and service information while maintaining accuracy, confidentiality, and compliance with Credit Union policies and regulations.

Essential Duties and Responsibilities

• Provide prompt, courteous, and professional service to members via telephone, online chat, and email.
   
• Accurately respond to member inquiries regarding accounts, loans, online banking, debit/credit cards, and Credit Union products and services.
   
• Perform account maintenance and transactions in accordance with Credit Union policies and procedures.
   
• Resolve member issues and concerns in a timely and efficient manner, escalating complex matters as appropriate.
   
• Maintain detailed documentation of member interactions in the system of record.
   
• Adhere to all security, privacy, and regulatory requirements, including member verification and confidentiality standards.
   
• Promote and cross-sell Credit Union products and services based on member needs.
   
• Meet or exceed established service levels, quality standards, and performance metrics.
   
• Maintain a professional and empathetic demeanor in all member communications.
   
• Perform other duties as assigned.

Required Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally over the phone, chat, and email.
   
• Strong customer service skills with a member-focused mindset.
   
• Ability to multitask and efficiently manage multiple communication channels.
   
• Solid problem-solving and conflict-resolution skills.
   
• Strong attention to detail and accuracy.
   
• Ability to maintain confidentiality and handle sensitive member information.
   
• Proficiency with computers, call center systems, and related technology.
   
• Ability to work independently and as part of a team.