Contact Center Representative I (Full Time-In Office)

Position Overview

This entry level position in the Contact Center is primarily responsible for answering general incoming inquiries via phone, chat, or website. The role requires maintaining a strong knowledge of Credit Union products and procedures to provide outstanding member service and achieve first-call resolution.
Department: Communication Center | Grade: 4 | Classification: Non-Exempt
Reports To: Communication Center Manager

Key Responsibilities

• Answer all general incoming inquiries while maintaining member account security and accuracy.
• Provide information about products and services, and identify cross‑sell opportunities.
• Resolve problems within authority guidelines and escalate issues to the appropriate supervisor when necessary to achieve first‑call resolution.
• Process loan payments.
• Assist other departments and perform any other job-related duties as assigned.

Required Qualifications

• High school education or GED.
• Good listening and telephone skills, with the ability to operate a 10‑key calculator, typewriter, and computer keyboard.
• Ability to work in a dynamic environment and maintain attention to detail.
• Must be able to occasionally lift office products and supplies weighing up to 20 pounds.