Contact Center Representative I

HERITAGE SOUTH COMMUNITY CREDIT UNION

Job Description

POSITION TITLE: Contact Center Rep I

SALARY STATUS: Hourly/Non-Exempt

REPORTS TO: Contact Center Manager

Core Expectations:

At Heritage South Community Credit Union, our mission is to Help When Others Won't. This brand and culture are the driving force behind our financial institution. We ask our team members to "dig deeper" in their interactions with our members, finding solutions to improve their financial well-being when others would simply say no.

As a team member, you will be expected to align with our core values. These values are essential to achieving our mission. They are:

• Be Well Trained and Competent
• Be Considerate and Respectful of Members and Coworkers
• Be Compassionate
• Be Creative and Find Solutions
• Be Consistent and Professional
• Be Trustworthy and Accountable
• Be Timely
• Be a Team Player
• Deliver Exceptional Service Beyond What is Expected
• Have Fun

As a not-for-profit financial institution, we strive to be different. We believe in the cooperative philosophy of people helping people. We will never forget that our credit union is owned by its members. We exist to provide quality financial services to our community, often when no one else will. If you're looking for a place to start a rewarding career you can be proud of, then Heritage South Community Credit Union might be the place for you.

Qualifications of Position:

• High School graduate or equivalent
• Professional, friendly, courteous, organized, and self-motivated
• Previous financial institution experience preferred
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills
• Experience with the Symitar core preferred

Position Duties and Responsibilities

Under general supervision, in compliance with established policies and procedures, utilizing knowledge based on experience in exercising discretion and independent judgment in interpreting said policies and procedures, the Contact Center Rep I is responsible for delivering exceptional member service through incoming phone calls, online and mobile banking channels, and digital account. This position assists members with a wide range of financial transactions, account maintenance, and electronic services including:

• Answer member service calls and assist with account inquiries, transactions, and service requests. 
• Verify member identity using authentication and security procedures. 
• Process transactions including deposits, withdrawals, transfers, loan payments, advances, and check-related transactions. 
• Provide accurate information on accounts, loans, rates, products, and services. 
• Assist members with online banking, mobile banking, digital services, and instant payment platforms. 
• Prepare and process documentation for accounts, loans, credit cards, and digital requests. 
• Identify member needs and recommend appropriate products and services. 
• Resolve member concerns, complaints, and internal inquiries professionally and efficiently. 
• Maintain electronic records and documentation related to member accounts and transactions. 
• Process outgoing mail and perform related administrative duties. 
• Balance daily transactions and reconcile assigned accounts, reporting discrepancies as needed. 
• Complete follow-up communications and callbacks within established service standards. 
• Monitor digital platforms and escalate operational issues when necessary. 
• Assist members with online applications, digital support requests, and secure messaging services. 
• Review and approve digital banking services, transfers, bill payments, digital wallets, mobile deposits, and RDC enrollments in accordance with policy. 
• Perform quality control reviews of new accounts and ensure regulatory compliance. 
• Support branch and departmental operations as needed. 
• Maintain confidentiality of member information and safeguard Credit Union assets. 
• Adhere to Credit Union policies, procedures, and regulatory requirements. 
• Maintain a professional, organized, and secure work environment. 
• Demonstrate professionalism, teamwork, adaptability, attention to detail, and strong member service skills. 
• Continuously develop product knowledge and job-related skills. 
• Meet attendance, productivity, service, sales, and operational performance expectations. 
• Travel for training, meetings, and business-related events as required. 
• Perform other duties as assigned.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

• High School graduate or equivalent
• Professional, friendly, courteous, organized, and self-motivated
• Previous financial institution experience preferred
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills