Call Center Representative

The Call Center Representative is responsible for providing exceptional service to members by handling incoming calls in a professional, efficient, and courteous manner. This position serves as the first point of contact for members seeking assistance with their accounts, transactions, or credit union products and services. The representative will process routine financial transactions, respond to inquiries, resolve concerns, and cross-sell products and services that best meet member needs — all while maintaining a high level of accuracy, confidentiality, and compliance with credit union policies and regulations.

Essential Duties and Responsibilities:

• Answer inbound calls promptly and courteously, identifying member needs and providing accurate information or assistance.
• Perform financial transactions such as balance inquiries, account transfers, loan payments, and other account-related activities.
• Assist members with online and mobile banking access, password resets, and troubleshooting digital banking issues.
• Provide information on credit union products, rates, and services, ensuring members are aware of options that may benefit them.
• Take and process loan applications over the phone, gathering required information and forwarding to the appropriate department for review.
• Verify member identity and maintain strict confidentiality of all financial information.
• Research and resolve member account issues, escalating complex situations to management or other departments when necessary.
• Document all member interactions in the system accurately and in a timely manner.
• Meet established performance goals including call quality, service levels, and cross-selling objectives.
• Participate in training programs to stay current on credit union policies, procedures, and product knowledge.
• Support other operational and branch functions as needed.

Knowledge, Skills, and Abilities:

Strong communication skills (verbal and written) with a professional and courteous phone presence.

• Excellent listening and problem-solving skills.
• Ability to handle multiple tasks and maintain accuracy in a fast-paced environment.
• Proficiency in computer systems and Microsoft Office applications; experience with core credit union systems preferred.
• Knowledge of credit union operations, financial products, and compliance regulations a plus.

Education and Experience:

• High school diploma or equivalent required; some college coursework preferred.
• Minimum of one (1) year of customer service or financial institution experience preferred.
• Call center experience strongly preferred.