Contact Center Consultant - Wichita, KS
$37,253–$46,571 year
On-site · Wichita, Kansas, United States
Job Summary
Handle customer inquiries in a member-focused credit union's contact center. Responsibilities include resolving account issues (deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes), responding to member complaints, and ensuring timely resolutions. Use CRM to send referrals, cross-sell products, and meet performance goals. Educate members on Meritrust online and remote services, and participate in the annual education program while maintaining compliance with BSA and regulatory requirements. Maintain confidentiality and professionalism, collaborate with other departments, and contribute to a positive member experience. Hours are 9:00 AM–5:35 PM Monday–Friday with rotating Saturdays; in-person presence is required to safeguard information security and service quality.
Required Qualifications
- High School diploma or equivalent
- Previous experience in a contact/call center required
- Prior customer service experience required
- Familiarity with online and remote banking services
- Excellent oral and written communication skills
- Ability to operate necessary PC programs and systems used in contact center operations
- Problem-solving and critical thinking skills
- Proficiency in researching, performing account maintenance, and completing service tasks
- Capability to support chat-based communication systems
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