Contact Center Representative

Truliant Federal Credit Union; Salem (NC); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

No-cost medical coverage

Dental & vision coverage

401(k) with match

Paid holidays & PTO

Tuition reimbursement

Wellness program

Employee Assistance Program (EAP)

Flexible spending accounts

Job summary

Truliant Federal Credit Union is seeking a Contact Center Representative to serve member-owners across phone, text, chat, and email, delivering accurate information and a friendly, professional experience. You will verify identities, resolve questions, and partner with internal teams to meet member needs.

Ideal candidates have prior contact center experience, a high school diploma, and a proactive, consultative approach to offering appropriate Truliant products and services.

Qualifications

• Ability to respond professionally to member inquiries across calls, texts, chats, and emails.
• Strong verbal and written communication skills in English.
• Ability to verify member identity and follow policies; recognize potential fraud.
• Basic PC skills and ability to navigate tools and document interactions.
• Good arithmetic skills and attention to detail.
• Ability to manage shifting priorities in a fast-paced contact center.
• Consultative approach to identify member needs and recommend Truliant products.
• High school diploma or equivalent.

Responsibilities

• Respond to member inquiries across phone, text, chat, and email while delivering service that reflects our mission.
• Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.
• Research and resolve account questions, verify member identity, document interactions, and elevate to internal support when needed.
• You’ll also contribute to a team environment by staying engaged in coaching and growth within the Contact Center.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multichannel support

Fraud awareness

Organization

Consultative selling

Adaptability

Team collaboration

Education

High school diploma or equivalent

Job description

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Why this role matters

At Truliant Federal Credit Union, every member interaction is a chance to make financial life a little easier, clearer, and more personal. As a Contact Center Representative, you'll be one of the first voices members turn to when they have questions, need support, or want guidance on the products and services that can help them move forward.

This is a great opportunity for someone who enjoys helping people, solving problems in real time, and creating a positive experience across calls, texts, chats, and emails.

What you’ll do

In this role, you’ll support Truliant member-owners by responding to inquiries, researching account questions, and connecting members with straightforward financial solutions. You’ll balance accuracy, service, and follow-through while working closely with teammates and internal partners to resolve needs quickly and professionally.

Day to day, you’ll:

• Respond to member inquiries across phone, text, chat, and email while delivering service that reflects Truliant's mission of putting members first.

• Identify member needs through a consultative service approach and share relevant products or services that may support their financial goals.

• Research and resolve account questions, verify member identity, document interactions accurately, and elevate to internal support when needed.

You’ll also contribute to a team environment by staying engaged in coaching, sharing helpful insights, and preparing for continued growth within the Contact Center.

What you bring

We’re looking for someone who is dependable, service-minded, and comfortable balancing friendly support with accuracy and attention to detail. You’ll do well in this role if you can communicate clearly, stay organized, and remain professional when members need timely help.

This role is a great fit if you have:

Required Skills

• Ability to respond professionally to member inquiries across calls, texts, chats, and emails.

• Strong verbal and written communication skills in English, including clear explanations and active listening.

• Ability to verify member identity, follow established policies and procedures, and recognize potential fraud concerns.

• Basic personal computer skills with the ability to navigate tools, document interactions, and complete account research accurately.

• Good arithmetic skills and attention to detail when handling account-related questions or financial information.

• Ability to manage shifting priorities, complete assignments with minimal supervision, and maintain professionalism in a fast-paced contact center environment.

• Ability to use a consultative service approach to identify member needs and recommend appropriate Truliant products or services.

Education/Certifications

• High school diploma or equivalent required.

You should also be comfortable working in a structured environment where accuracy, compliance, confidentiality, and excellent member service matter throughout the day.

What sets you apart

You don’t need to check every box, but here’s what will help you thrive in this role:

• Previous contact center experience.

• Previous experience in the financial industry, credit union, or banking environment.

• Familiarity with helping members or customers through multiple service channels, such as phone, chat, text, or email.

What you’ll get

We believe in supporting our team members both professionally and personally.

In this role, you can expect:

• A chance to make a direct impact on Truliant member-owners by helping them resolve questions and feel confident in their financial decisions.

• Hands-on experience in financial services, member support, account research, fraud awareness, and consultative services.

• Coaching and development that can help you build toward higher levels of responsibility within the Contact Center.

• A collaborative team environment where professionalism, follow-through, and member-first service are valued every day.

• The opportunity to grow your knowledge of Truliant's products, services, and mission while supporting members in meaningful moments.

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account