This is a Fully Remote Job
About Our Client:
This organization operates in the financial services sector, specifically as a credit union. It addresses the challenge of meeting members' financial needs through personalized service and trusted partnerships. The organization emphasizes compliance, member confidentiality, and security while fostering membership growth and loyalty.
About the Opportunity:
The CONTACT CENTER REPRESENTATIVE 1 role is designed to enhance member satisfaction by providing accurate, proactive, and efficient service across multiple channels. The position plays a key part in delivering financial product education, identifying member needs, and promoting growth and loyalty. This role supports the organization’s goal of being a trusted financial partner by ensuring compliance, confidentiality, and timely communication.
Responsibilities:
Assist members with account-related services
Deliver proactive and accurate service to exceed member expectations
Listen to and assess member needs
Explain features and benefits of products and services
Offer solutions tailored to member needs
Maintain phone availability for efficient member assistance
Identify opportunities to promote membership growth and loyalty
Comply with Bank Secrecy Act (BSA) and related policies
Report suspicious activity to Legal and Compliance Department
Ensure confidentiality and security of member and organizational information
Communicate potential risks promptly to protect members and employees
Contribute to a team-oriented work environment
Maintain knowledge of policies, procedures, systems, and processes
Meet service level agreements in a fast-paced environment
Complete annual BSA and OFAC training
Perform other duties as assigned
Requirements:
Minimum one year of customer service experience; financial or contact center experience preferred
Knowledge of credit union products, services, features, and benefits
Ability to cross-sell effectively
Demonstrated sales skills applied through incoming and outbound calls
Proficiency with personal computer applications and ability to learn in-house and third-party software
High school diploma or GED equivalent
Strong interpersonal skills with empathy and professionalism
Ability to handle difficult situations positively
Creative problem-solving to strengthen member relationships
Teamwork skills
Strong verbal and written communication skills
Excellent telephone etiquette and rapport-building
Ability to explain financial concepts clearly
Accurate documentation in line with guidelines and policies
Effective problem identification and resolution
High standards for accuracy, adaptability, and initiative
Strong organizational and time management skills
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.