Contact Center Representative

Reports To: Contact Center Manager

Location: Onsite - Corporate Office (Northland Blvd)

Position Type: Non-Exempt

Pay: $16.39/hr - $22.33/hr

Note: Pay is dependent on skill and experience. The top of the range reflects candidates with 10+ years in similar positions with comparable responsibilities.

Position Summary

The Contact Center Representative is a key role in the Member Services Resource Center that is in direct contact with our membership via phone or online chat. It is best suited for individuals who thrive in fast-paced environments with minimal oversight. Team Members in this role perform transactions and inquiries on members’ accounts in accordance with current practices while ensuring their information and transactions are kept confidential. Eliminating friction points in the member experience by informing members of self-service options requires patience, attention to detail, and excellent communication skills. Providing accurate information to members regarding card services and account inquiries ensures all team members are creating business need and value by acting in the best interest of the membership while adhering to required regulations such as Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD on a daily basis. Establishing trust while creating a positive and productive service experience is why Contact Center Reps are one of the most important teams in our member experience network. This is an entry level position that requires basic transaction and payment knowledge, provides general information on self-service options, and routine member interaction.

Activity & Knowledge Requirements

Work Environment & Physical Effort

• Normal

• Professional, enthusiastic voice
• Knowledge of office procedures and equipment.
• Knowledge of computer functions.
• Exceptional organizational and communication skills.
• Dexterity to do multiple functions at the same time, ie. answer phones, take notes, and perform transactions.
• Ability to maintain composure and positive attitude at all times.
• Basic knowledge of loans, types and purposes.

• High School diploma or equivalent
• College degree and/or business school courses, preferred
• Experience preferred in regards to telephone customer service