Contact Center Representative I

**Contact Center Representative I**

**Join OURCU: Empowering Members, Strengthening Communities**

At OURCU, we believe great service starts with people who care. We're looking for a **Contact Center Representative I** to join our team- someone who loves helping others, thrives on solving problems, and brings resourcefulness and professionalism to every interaction. If you have a strong background in customer or member service and want to grow your skills in a collaborative, mission-driven environment, this could be the role for you.

**What You'll Do**

As a **Contact Center Representative I**, you'll be the first point of contact for members by phone, live chat, email, and secure message. Every day will bring something new- helping a member reset their online banking, researching a loan payment, troubleshooting mobile banking issues, or walking someone through account options.

This role calls for both technical confidence and the ability to explain technology in clear, simple ways. You'll use all available resources to resolve issues quickly and effectively, balancing empathy with accuracy. Sometimes that means working independently to dig into a problem, and other times it means collaborating closely with your teammates to make sure a member gets the best possible service.

You'll also have the opportunity to offer relevant products and services that align with members' needs and goals, helping them simplify their financial lives and get more value out of their credit union membership.

**Key Responsibilities**

• Be the first point of contact for members by phone, live chat, email, and secure messaging
• Use resourcefulness and problem-solving to resolve issues
• Provide accurate, timely information on accounts, payments, transfers, interest rates, loans, and savings programs
• Troubleshoot and support members with online and mobile banking, bill pay, and other digital tools, adapting explanations to different levels of tech comfort
• Keep member records and documentation complete, accurate, and up to date
• Offer products and services based on members' needs in a professional and member-first way
• Collaborate with your team and support other departments with clerical tasks, account verification, and correspondence
• Balance teamwork with the ability to work independently and manage your own priorities

We're Seeking Someone Who Is

• **Experienced in customer or member service** (6 months to 2 years preferred)
• **Tech-savvy**, with the ability to confidently use digital tools and patiently teach others who may not share the same comfort level
• **Resourceful**, able to use tools, systems, and creativity to resolve problems
• **Service-minded**, with excellent communication skills and a professional presence
• **Flexible**, able to shift seamlessly between teamwork and independent work
• **Detail-oriented**, keeping information accurate and organized while managing multiple priorities

**Key Qualifications**

• High school diploma or GED required
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational and multitasking skills
• Proficiency with computer applications and standard business equipment
• Bilingual skills a plus!
• Why Join OURCU?**

At OURCU, people come first- our members and our employees. We offer a supportive, team-first culture, opportunities for growth, and a competitive benefits package designed to help you thrive personally and professionally.

**Benefits Include**

Medical, dental, and vision insuran