Contact Center Representative
$39,520–$44,720 year
On-site · Dublin, Ohio, United States
Job Summary
Answer member inquiries via telephone, email, or chat to build rapport, process requests, respond to inquiries and resolve issues with accuracy (accounts, transfers, loan payments, check orders, online banking, stop payments, wire transfers, penalties). Assess situations, exercise sound judgment, troubleshoot problems, and assist members with online access and device/browser issues. Look for opportunities to introduce products and services to help members financially. Develop broad knowledge of credit union products and services from technical and informational perspectives. Manage time efficiently to ensure service quality and member satisfaction, while preventing disclosure of sensitive information. Support card problems (VISA/VISA debit), ACH issues, and disputes/tokenization, and assist in operational processes for opening/closing the Contact Center. Follow up on member issues as needed. Office environment; on-site in Dublin, OH; standard 40-hour work week with a schedule including weekdays and rotating Saturdays.
Required Qualifications
- High school diploma or equivalent
- 1-3 years of experience in a financial institution customer service environment
- Knowledge of Bank Secrecy Act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (NCUA Part 707)
- Exceptional customer service skills
- Excellent communication and interpersonal skills
- Ability to balance multiple tasks and changing priorities with high attention to detail
- Strong analytical and problem-solving skills
- Proficient in Microsoft Office with Excel and general office programs
- Ability to handle confidential information
- Knowledge of solution driven sales process
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