Contact Center Agent
Classification: Non-Exempt
Reports to: Contact Center Supervisor
Salary Range: $40,000-47,000 + incentives
The Contact Center Agent serves as a trusted partner for members by delivering accurate, respectful, and empowering conversations that resolve needs, build confidence, and reflect the Credit Union's mission and core values in every interaction.
Key Responsibilities:
1. Member Service & First-Time Resolution
Provide timely, accurate assistance that resolves member needs as completely as possible during the initial contact.
- Resolve member concerns without unnecessary transfers or repeat contacts.
- Ensure members leave each interaction with a clear understanding of next steps.
- Minimize repeat contact for the same issue through thorough and accurate resolution.
- Handle all calls and messages with professionalism and genuine empathy.
- Create interactions where members feel confident in the resolution provided.
2. Quality, Accuracy & Compliance
Deliver accurate information and transactions while adhering to all policies, procedures, and regulatory requirements.
- Demonstrate consistent accuracy and professionalism across quality reviews.
- Complete documentation that is thorough, clear, and submitted in a timely manner.
- Maintain minimal errors and compliance exceptions through careful, attentive service.
- Escalate concerns, uncertainty, or complex situations appropriately and promptly.
- Apply policies and procedures in a way that preserves both compliance and member trust.
- Must comply with all laws, statues, rules and regulations which govern the credit union, including but not limited to all the components of the Bank Secrecy Act (BSA) provisions of the US Patriot Act and Office of Foreign Assets Control (OFAC).
3. Empowering & Educative Conversations
Engage members in conversations that educate, inform, and connect them to products, services, or tools that support their financial goals.
- Ask thoughtful questions to understand the member's broader financial needs.
- Offer recommendations that align with the member's situation — not scripts or quotas.
- Guide members toward self-service and digital tools when appropriate and beneficial.
- Make referrals and schedule appointments that are meaningful and clearly explained.
- Foster an environment where members feel supported, not sold to.
4. Outbound Relationship Building & Follow-Up
Learn and effectively complete outbound calls that deepen existing member relationships through education, follow-up, and meaningful connection.
- Complete outbound calls with clear purpose, preparation, and professionalism.
- Focus conversations on strengthening trust, uncovering needs, and delivering value.
- Ensure members understand the reason for outreach and how it benefits them.
- Generate engagement, next steps, or referrals from outbound interactions when appropriate.
- Demonstrate continuous growth in outbound communication through coaching and feedback.
5. Effective Use of Scheduled Time & Availability
Remain available and engaged during scheduled work hours to meet member demand while balancing efficiency with quality.
- Be consistently ready to handle calls or messages throughout scheduled shifts.
- Use time productively across calls, after-call work, follow-ups, and learning activities.
- Conduct conversations that are efficient without feeling rushed or transactional.
- Adapt to volume fluctuations and actively support team needs when required.
- Maintain productivity levels that support access without compromising service quality.
Qualifications
- High school diploma or equivalent required; associate's or bachelor's degree preferred.
- 1–2 years of experience in a customer service, call center, or member-facing role.
- Experience in a credit union or financial institution environment is a plus.
- Strong verbal and written communication skills with a professional, empathetic tone.
- Ability to navigate multiple systems simultaneously while maintaining member engagement.
- Sound judgment in escalating concerns and connecting members to appropriate resources.
- Familiarity with digital banking tools and ability to guide members in their use.
- Commitment to accuracy, compliance, and data integrity in all member interactions.
- Self-motivated and accountable for personal time management and performance standards.
Pay: $40,000.00 - $47,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
