Member Contact Center Agent

Position Overview: The Member Contact Center Agent (MCC Agent) delivers accurate, professional support to members by resolving routine and complex financial inquiries within the Member Contact Center. This role emphasizes member education and promotes digital self-service adoption, empowering members to handle tasks independently while providing human support for more complex needs. All interactions are conducted in alignment with service, security, and compliance standards, supported by a structured training path for ongoing skill development. 

What You Will Do:

• Verify member identity and account ownership to protect privacy, security, and account integrity.
• Deliver accurate, efficient service while managing call volumes across multiple systems.
• Meet or exceed departmental service level agreements, quality standards, and individual performance metrics.
• Resolve member inquiries ranging from routine requests to complex financial service issues using sound judgment and problem-solving skills.
• Identify potential fraud or red flags, and follow established procedures to prevent, escalate, and resolve suspicious activity.
• Confidently de-escalate challenging interactions or escalate concerns when appropriate, following defined departmental processes.
• Accurately route member inquiries by transferring calls or creating detailed tickets to ensure timely resolution by the appropriate teams.
• Identify opportunities to introduce relevant accounts, products, services, and partner program offerings, while educating members on digital self-service options to meet their needs and financial goals. 
• Participate in ongoing training and professional development to remain current on policies, procedures, regulations, and compliance requirements.
• Complete all required compliance and security training within assigned timelines.

Our Ideal Candidate:

• High school diploma or GED required 
• Prior experience working in a financial institution is preferred 
• Working knowledge and ability to handle common account transactions and member requests 
• Experience with MS Suite 

Reports to

• Member Contact Center Supervisor 

Environmental and Physical Activity Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions. The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.