Contact Center Representative

Scu-Credit-Union; Marshall Corner (MA); On-site; USD 32,000 - 34,000; Full time

Job summary

SCU Credit Union is seeking a Contact Center Representative to be a trusted resource for members, helping with accounts, consumer loans, and navigating digital services. Build relationships, educate on banking products, and ensure seamless service across channels.

The role involves handling transactions, providing timely follow-up, and supporting departmental goals, including accurate and confidential service in a fast-paced environment. Equal opportunity employer.

Qualifications

• Strong communication, active listening, and relationship-building abilities.
• Ability to explain financial products and services clearly.
• Comfortable with learning new systems and technology.

Responsibilities

• Provide friendly, professional service across telephone and other channels.
• Understand member needs and resolve questions with ownership.
• Assist with debit/credit cards, online banking, bill pay, and digital services.
• Follow up promptly and escalate when needed.
• Support service goals like first-call resolution and wait times.

Skills

Communication skills

Active listening

Relationship building

Problem solving

Customer service

Education

High School Diploma or GED

Job description

Description

Connect. Support. Make an Impact.

Are you a people-focused professional who enjoys helping others, solving problems, and finding the right solutions?

We’re looking for a Contact Center Representative to be a trusted resource for our members and help create an exceptional experience with every interaction. In this role, you’ll build relationships, provide financial education, assist with accounts and consumer loans, and help members navigate the products and digital services available through SCU Credit Union.

Our members are at the center of everything we do. We believe great service starts with listening, understanding each member’s needs, and making it easy for them to get the help and financial solutions they need.

If you enjoy connecting with people, learning about financial products, and making a difference one conversation at a time, we’d love to hear from you.

What You’ll Do

Create an Exceptional Member Experience

• Provide friendly, professional, and knowledgeable service across telephone and other Contact Center channels.
• Listen to members, understand their needs, and take ownership of questions and concerns through resolution whenever possible.
• Resolve issues related to debit and credit cards, online banking, bill pay, and other electronic and digital services.
• Provide timely follow-up and elevate issues appropriately when additional assistance is needed.
• Support Contact Center service goals, including first-call resolution, wait time, and call abandonment.

Help Members Find the Right Solutions

• Build relationships by identifying member needs and recommending appropriate SCU Credit Union products and services.
• Educate members about savings, checking, credit and debit cards, online and mobile banking, consumer loans, and other available solutions.
• Assist with account opening, consumer loan applications, and basic deposit and loan transactions.
• Make thoughtful, needs-based referrals and cross‑sell products and services that can benefit members.
• Maintain a strong working knowledge of SCU Credit Union products, services, and digital tools.

Keep Things Running Smoothly

• Process member information and transactions accurately and efficiently.
• Reconcile daily work and assist with balancing the department at the end of the day.
• Follow established procedures, member identification and authentication requirements, confidentiality policies, and applicable regulations.
• Work collaboratively with Contact Center and Credit Union team members to maintain an efficient operation and high level of member service.

Be a Champion for the Credit Union

• Demonstrate SCU Credit Union’s Core Values and Vision in every interaction.
• Bring a positive, professional, and service‑focused approach to your work.
• Take initiative, use sound judgment, and be accountable for getting the job done accurately and on time.
• Participate in department and organizational projects as directed.
• Support your teammates while also working confidently and independently.

Requirements

What We’re Looking For

We’re looking for an organized, detail‑oriented, and member‑focused professional who enjoys building relationships, solving problems, and helping people make informed financial decisions.

You’ll ideally bring:

• A high school diploma or GED, plus specialized coursework; 2–4 years of related experience; or an equivalent combination of education and experience.
• Experience in financial services, member service, customer service, or a related environment.
• Strong communication, active listening, and relationship‑building skills.
• The ability to learn and confidently explain financial products and services.
• Strong problem‑solving and decision‑making skills.
• The ability to identify member needs and make appropriate product recommendations.
• Strong organizational skills and the ability to manage multiple priorities.
• Professionalism, courtesy, discretion, and a commitment to protecting member confidentiality.
• Comfort working in a fast‑paced environment with extensive member contact by telephone.
• Basic computer skills and the ability to learn new systems and technology.

The Details

This is a fast‑paced Contact Center position with extensive member interaction by telephone and through other delivery channels. Saturday hours are currently required. The role requires regular use of computers, standard office equipment, and Credit Union systems.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The pay range for the Contact Center Representative position is $23.00 to $25.00 per hour and is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The range may be modified in the future. An employee’s pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue‑based metrics, and business or organizational needs and affordability.

SCU Credit Union is an equal employment opportunity employer.