Contact Center Representative

Automatic Data Processing, Inc.; Missoula (MT); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

PTO

401(k) match

Paid volunteer time

Job summary

Clearwater Credit Union in Missoula, MT is seeking a dedicated in-branch Contact Center Representative to assist members through audio, video, chat and email channels. You will process transactions, respond to inquiries, update records, and refer products based on member needs while upholding compliance and service standards.

Join a values-driven cooperative that emphasizes accountability, integrity, and community impact, with access to extensive benefits and opportunities to grow within a

Qualifications

• Excellent customer service skills with a member-first mindset.
• Ability to handle multiple channels (phone, chat, email) with accuracy.
• Detail-oriented and able to update records and process transactions correctly.
• Knowledge of banking products and services and staying current with changes.
• Ability to follow credit union policies and comply with state/federal laws.

Responsibilities

• Answer audio and video calls from members.
• Complete outbound phone calls to members as needed.
• Respond to chats and emails via Contact Center channels.
• Provide guidance tailored to member needs and refer products accordingly.
• Update member records and process transactions securely.
• Protect members and the credit union from fraudulent activity.

Skills

Audio & video calls

Outbound calls

Chat support

Member guidance

Multi-channel service

Email handling

Online banking messages

Record updating

Transaction processing

Fraud prevention

Technology proficiency

Product knowledge

Customer service

Policy compliance

Job description

Clearwater Credit Union is Montana’s largest CDFI and the state’s second-largest credit union. As a values-based, member-owned financial cooperative and a member of the Global Alliance for Banking on Values (GABV), our values guide our strategic plan and shape our culture. We believe in being a force for good in banking by igniting human potential, investing in local communities, and protecting the environment.

Our culture is rooted in accountability, integrity, and service. We take our responsibility to serve both our members and co-workers with the highest ethical standards, while empowering our people with the tools, voice, and trust needed to solve problems and succeed.

This in-branch Contact Center Representative position, located in Missoula, MT, provides direct member support through audio, video, chat, and other delivery channels by completing transactions, fulfilling requests, and serving as a trusted source of information to help members navigate their financial needs with confidence.

Essential Functions & Responsibilities

• Skilled at answering Audio and Video calls
• Completes outbound phone calls
• Comfortable and efficient using Chat
• Provides personalized guidance to address all the member’s needs
• Comfortable using multi-engagement channels to assist members
• Responds to all incoming chats
• Answers all emails from website and ones directed to Contact Center email addresses
• Responds to all online banking messages
• Update member records
• Process member transactions and other member requests
• Protects members and credit union from fraudulent activities
• Proficient use of technology
• Refer products and services based on identified member need
• Knowledge of products and services, including staying up to date with changes and additions
• Provide internal and external members with excellent service
• Follows all credit union policies and procedures, including being compliant with state and federal laws and regulation
• Reliable attendance and completion of tasks

Success Factors/Job Competencies

• Embrace the Mission, Values, and Vision of the Credit Union.
• Ability to interact with more than one department daily.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to possess versatility and flexibility to successfully service our members and serve as a back up to other positions as required.
• Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision.
• Ability to understand and follow moderately complex written and oral instructions.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Ability to accept responsibility for access to confidential data.

Clearwater Credit Union is an equal opportunity employer and offers over 25 benefits beyond salary, including health insurance, PTO, 401(k) match, paid volunteer time and more!