Contact Center Rep I

Summary: Under general supervision, provide service to members requesting assistance via phone.

Essential Duties and Responsibilities:

Prepare and process transaction requests for members, including but not limited to: withdrawals, transfers, stop payments, closing accounts, and loan payments.

Respond to all member inquiries and requests/concerns via telephone by resolving the member’s needs personally or by referring the member to the appropriate department or individual.

Maintain sufficient knowledge of products and services to assist members with general credit union information related to rates, deposit and loan products, and all other products and services provided by the Credit Union.

Provide prompt, quality, and accurate member service.

Explain, promote, and/or sell products or services that meet the members’ needs and refers members to appropriate parties.

Update member profile information as requested or when deemed necessary.

Follow credit union policies and procedures to minimize risk of financial loss to the credit union.

Support management with credit union promotions and attaining set goals.

Exercise awareness and implement processes in regard to suspicious activity, money laundering or fraudulent behavior as it relates to cash transactions and overall transaction activity and document any such behavior so SAR filings can be considered.

Ensure compliance with all safety, security and compliance programs including but not limited to BSA, AML, OFAC, Branch Security and Safety.

Perform all other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

High school diploma or general education degree (GED). Minimum one year customer service experience and/or training; or equivalent combination of education, experience or training. One year financial institution and/or Call Center experience preferred. Spanish speaking preferred.

This position allows for hybrid work which typically includes a combination of in-office and remote workdays each week. Hybrid work arrangements are subject to change at any time based on business needs. Employees may be required to report to the office as necessary.