Contact Center Agent I

Adventure Credit Union; Grand Rapids (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Adventure Credit Union in Grand Rapids, MI is seeking a full-time Contact Center Agent to deliver superior member service through inbound channels including phone, text, chat and video banking. Schedule is M-W-F 8:30-5pm and Saturdays 8:45am-12pm, totaling 24–28 hours per week.

The role emphasizes cross-selling, accurate handling of inquiries, account maintenance in the core system, and support for Online Banking and BILLPAY.

Qualifications

• 1–3 years related experience in a customer/member service environment.
• Strong sales skills.
• Clearly, effectively and professionally communicate with coworkers, members, vendors and business partners, both verbally and in writing.
• Strong understanding of online and mobile technologies.
• Excellent typing and computer skills, including in-house email and core systems.
• Bilingual is a plus!

Responsibilities

• Answers phone, text, chat and video banking inquiries from members regarding loans, deposits, products and account information.
• Cross-sell credit union products and educate members on benefits.
• Process transfers, wire transfers, check orders, statements and fees.
• Maintain confidentiality and ensure security of member information.
• Provide technical support for Online Banking, BILLPAY and MFA-related issues.

Skills

Sales skills

Communication

Customer service

Tech literacy

Education

High school diploma or equivalent

Tools

Online Banking

BILLPAY

Core banking system

Job description

Description

Adventure Credit Union has been providing financial services to their members for over 90 years and are continuing to grow to meet their members changing needs. As one of the Best & Brightest Companies To Work For In The Nation, we strive to recruit and retain ambitious and talented individuals by continuous development, support, and appreciation. We currently are looking to add a full time Contact Center Agent to the Adventure Team!

The primary purpose of this position is to provide superior member service while engaging with our membership through our in-bound Contact Center. The Contact Center Agent will answer all member inquiries received through phone, text, chat and video banking timely and accurately. Positively supports Adventure Credit Union’s brand and promotes a service culture consistent with the credit unions’ mission, vision, core beliefs and goal of being a Trusted Financial Guide.

Schedule:

M-W-F 8:30-5pm and Saturdays 8:45am-12pm

Hours:

24 -28 hours a week

Responsibilities include, but not limited to:

• Answers phone, text, chat and video banking inquiries from members regarding:
• Loan and deposit services.
• Products and account information.
• The operation, benefits, and access of several digital features Adventure offers.
• Troubleshoots inquiries and provides solutions for all accounts and services. Quotes interest rates, completes transfer requests, outgoing wire transfers, withdrawals, stop payments, etc. Orders checks, processes statement and check copy requests and properly assesses fees. Opens and redeems certificates of deposit, etc.
• Actively uses Sales and Service skills to cross-sell credit union products and services by matching member needs to product benefits. Educates members on making the most effective use of services by explaining features and benefits.
• Responsible for tracking cross sales and achieving set goals for Contact Center Agent.
• Responsible for accuracy, follow-up and maintenance on all types of accounts using the core computer system.
• Records payments by phone requests, documents phone call and assesses appropriate fees.
• Processes all address change forms and performs Address Analysis according to Red Flag Policy on all systems.
• Is primary technical support for all for members and employees for Online Banking, BILLPAY, Multifactor issues and many other programs used by the staff at Adventure CU.
• Provides assistance by troubleshooting, researching and responding to member inquiries/concerns within authority. Approves and processes fee refunds.
• Processes return mail, assess appropriate fees and performs other side jobs as assigned.
• Understands and complies with all regulatory compliance polices. Follows established credit union policies and procedures.
• Maintains a working knowledge of all Adventure Credit Union products and services.
• Maintains the highest level of confidentiality to ensure all member information is protected and secure. Ensures that security procedures are followed.

Requirements

Job Requirements

• High school diploma or equivalent.
• One (1) to Three (3) years related experience in a customer/member service environment.
• Strong sales skills.
• Clearly, effectively and professionally communicate with coworkers, members, vendors and business partners, both verbally and in writing.
• Strong understanding of online and mobile technologies.
• Excellent typing and computer skills, including in-house email and core systems.
• Bilingual is a plus!