Contact Center Rep

Frontier Credit Union; Idaho Falls (ID); On-site; USD 21,000 - 30,000; Full time

Job summary

Frontier Credit Union is seeking an on-site Call Center/Member Support role in Idaho Falls. You will handle calls, chats, and video inquiries, delivering knowledgeable guidance on products and services and assisting with financial transactions.

The position emphasizes cross-selling opportunities, accuracy, and exceptional member service. You will work with a team to resolve issues, follow policies, and maintain high levels of professionalism and compliance.

Qualifications

• High school graduate or equivalent required.
• Six months of customer service experience preferred, call center a plus.
• Ability to cross-sell products based on member needs is desired.
• Good verbal and written communication and PC skills expected.

Responsibilities

• Respond to member calls, chats, and video requests with a courteous, knowledgeable approach.
• Identify member needs and explain products, services, and policies clearly.
• Cross-sell relevant products to support member financial goals.
• Process financial transactions accurately and efficiently upon request.
• Coordinate with other departments to resolve discrepancies and issues.

Skills

Customer service

Communication

Cross-selling

Phone & chat support

PC literacy

Education

High school diploma

Tools

CRM software

Call center software

Job description

Description

Position Overview:

Responsible for handling all incoming calls for the credit union, projecting a friendly voice and serving as a knowledgeable resource with each interaction. Provides expert support to callers including information on our products and services, technical assistance, and financial transactions as requested. Creates opportunities to cross sale product and services based on member needs. Seeks to provide one-call resolution or when applicable transfers calls to subject matter experts. This position also provides service via Live Chat and other contact avenues.

Responsibilities:

• Promptly responds to incoming calls, chats, and 1-way or 2-way video requests
• Identifies and responds to member’s needs with expert level knowledge of credit union’s products and services, promotions, operational practices, policies, procedures, and team members.
• Actively and professionally cross-sells beneficial products and services to enhance the financial success of our members.
• Accurately and efficiently completes financial transactions upon the request of members.
• Researches and resolves discrepancies and account errors. Works with other departments to obtain information and/or to correct transactions.
• Communicates issues relating to credit union activities and member accounts to various departments as issues arise.
• Consistently makes positive contributions to meet/exceed personal, team, and organizational goals.
• Provides exceptional internal and external member service.
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA).
• Assists area personnel with related functions as needed.
• Completes other assigned duties commensurate with position.

Requirements

• High school graduate or equivalent
• Six months of customer service experience required. Call center and financial industry experience highly preferred.
• Demonstrated ability to cross-sell products and services based on needs of the member.
• Knowledge of Credit Union products and services; Good verbal and written communication skills, familiarity with PCs and standard software
• Friendly and outgoing with strong interpersonal and public relations skills; Communicates with courtesy, tact, and diplomacy in person and over the phone; exercises discretion on credit union matters
• Possesses excellent judgement, creative problem-solving; Able to explain reason and process of resolution
• Proficient with PCs and standard software required.
• Proficient typing skills required.
• Performs job independently with limited supervision; works effectively on own and as part of team
• Ability to read and carry out various written instructions and follow verbal directions
• Calmly and professionally handles different personalities from diverse cultures at various levels within and outside of the organization and demonstrates highest levels of member service
• Promotes and applies the highest professional and ethical standards, and fair treatment of others
• Demonstrates extreme accuracy, efficiency and quality, effectively handles multiple tasks and changing priorities
• Reports to work regularly; maintains reliable and timely attendance. Available to work days and hours as dictated by business needs

Physical Requirements:

Essential duties require ability to hear and speak through telephone (reasonable accommodations may apply). Bend, sit, or stand to perform primarily sedentary work with limited physical exertion. Operate routine office equipment including computer terminals, keyboards, telephones, copiers, and calculators. Work on computer for up to 8 hours per day.