Senior Contact Experience Agent

Senior-level Contact Experience Agent responsible for delivering multi-channel member service across ITMs, phone, chat, email, secure messaging, and digital banking. Provides day-to-day leadership, guidance, and coaching to Contact Experience Agents, ensuring operational accuracy, compliance with credit union policies and regulatory requirements, and high-quality member service. Oversees escalated or sensitive member issues, supports training and onboarding, balances workloads across channels, maintains workflow efficiency, and collaborates with management on department initiatives. Requires strong knowledge of credit union products and services, risk-awareness, confidentiality, and the ability to promote appropriate solutions based on member needs.