About the role
Pay: $19.00 to $20.25 per hour
Description
The
Contact Center Agent
serves as the first point of contact for members reaching out to the credit union via phone and other digital communication channels. This role is essential in delivering seamless and personalized member experience by providing accurate information, resolving issues efficiently, and promoting the value of our products and services. The ideal candidate is empathetic, solution-oriented, and thrives in a fast-paced environment.
Position Responsibilities
Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy.
Provide detailed information about credit union products, services, policies, and procedures.
Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
Perform account maintenance tasks including address changes, payment processing, debit card orders, and more.
Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions.
Handle sensitive financial data with the highest level of confidentiality and compliance.
Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services.
Escalate complex issues to appropriate departments while maintaining ownership of the member experience.
Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance.
Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction.
Participate in ongoing training and professional development to stay current on products, policies, and systems.
Contribute to a collaborative and positive team environment.
Other duties as assigned.
Requirements
High school diploma or equivalent
Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.)
Bilingual (Spanish)
Knowledge, Skills and Abilities
Excellent verbal and written communication skills.
Strong active listening, empathy, and interpersonal abilities.
Confidence in problem-solving and decision-making under pressure.
Comfort with digital systems and software, including CRM and multi-line phone systems.
Ability to work independently while contributing to team success.
Highly organized with the ability to multitask and manage time effectively.
Adaptable and receptive to feedback and process changes.
Physical Demands and Work Environment
Stationary work, often requiring standing or sitting for prolonged periods
Operate standard office equipment and keyboards
Visually recognize, reconcile, and verify numerical details for accuracy
Repeating motions that may include the wrists, hands and/or fingers
Must be able to access and navigate facility with reasonable accommodations
Lift and carry small parcels, packages and other items
Additional Notes
Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.
Equal Employment Opportunity Employer
Our credit union team and members include people of all races, religions, cultures, physical abilities, sexual orientations, and gender identities and/or expressions. Together, we are the community we serve, and we believe that a community is strongest when there is diversity, equality, and inclusion.
Stronger leaders. Stronger coworkers. Stronger friends.