Contact Center Agent I

We’re looking for a motivated, service‑driven professional who thrives in a collaborative environment and enjoys helping members find solutions. If you have call center experience and want to be part of a strong company culture that truly values its employees, you’ll feel right at home here. Read below to learn more about the role.

Role: 

Handle incoming calls and perform outbound calling as needed. Identify member needs through the use of consultative sales techniques, effectively communicate solutions by referring various credit union products and services. Respond promptly to service requests, resolve the issue or refer members to the appropriate department/ staff member.

Key Responsibilities:

• (65%) Available to accept inbound member calls from the Account Specialist queue and performs outbound calling as needed.
• (10%) Identifies cross-sell opportunities by asking questions and refers members to the appropriate employee and/or business partners to deliver those products and services. Answers questions about product details and services; the credit union and issues with accounts for members.
• (10%) Process PBI queue Contact/Service events.
• (5%) Respond to BANNO conversations in an accurate and professional manner.
• (5%) Cross trains on other duties that employees of the Contact Center perform.
• (5%) Perform other related duties as assigned.

Qualifications:

• Experience: 6 months to 2 years of call center or related customer service experience.
• Education: High school diploma or GED.
• Skills:
  • Strong interpersonal and communication skills.
  • Ability to motivate, influence, and educate members.
  • Proficiency with Microsoft Word, Excel, and standard office equipment.
  • Ability to read and interpret financial documents and contracts.

Performance Measurements:

Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act. Meets or exceeds performance expectations as described in Essential Functions and Responsibilities. Please refer to Annual Performance Goal document for remaining Performance Measurements.

Physical & Work Environment

• Primarily seated office work with regular phone and computer use.
• Occasional standing, walking, or lifting up to 20 lbs.
• Moderate noise level; may occasionally travel to other locations.

Why You’ll Love Working Here

• A supportive, people‑first culture where your voice matters.

• A team that values collaboration, communication, and shared success.

• Opportunities to grow your skills and expand your career within the credit union.

Schedule: Monday – Friday; 8:45 AM - 5:15 PM

Benefits:

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Paid Parental Leave
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Discounts Program (Travel, Tickets, Food & Grocery, & more)
• Volunteer Hours

This Job Description is not a complete statement of all duties and responsibilities comprising the position.