Contact Center Support Representative

Job Overview

This role involves serving as the primary contact for members, providing proactive assistance with financial needs via phone, email, and digital channels. Responsibilities include delivering accurate information, recommending products, opening accounts, and ensuring exceptional support in a fast-paced environment.

Responsibilities

• Deliver outstanding service through inbound and outbound calls, emails, and chats by providing accurate information and support for products, services, and digital tools.
• Promote the organization professionally while fostering a collaborative team environment.
• Educate and guide members on products and services, including electronic banking tools like online banking, bill pay, and mobile banking.
• Accurately update member accounts, process requests, closures, and service issues through electronic channels.
• Meet or exceed individual performance goals while managing risk and making sound service decisions.
• Identify, investigate, and resolve member concerns in a timely and professional manner by working with internal teams.
• Actively participate in team meetings and training sessions to support continuous learning and service improvements.

Qualifications

• High school diploma or equivalent.
• At least one year of experience in a call center or banking environment.
• Strong customer service skills and a solid understanding of customer service best practices.
• Ability to make sound decisions while managing risk related to electronic banking systems and services.
• Quick grasp of new software and processes, especially those related to digital banking tools.
• Ability to manage multiple tasks and meet deadlines in a fast-paced, high-volume setting.
• Proficiency with Microsoft Office and comfort using web-based applications.
• Spanish or bilingual language skills are a plus and highly valued.