Contact Center Representative

Purduefed; West Lafayette (IN); On-site; USD 19,000 - 30,000; Part time

Job summary

Purduefed is seeking a part-time On-site Contact Center Representative in Indiana. You will provide member support across multiple channels, handling transactions, accounts, and digital banking assistance while maintaining accuracy and service quality.

Responsibilities include processing teller tasks, supporting debit/credit servicing, and guiding members through solutions with professionalism and empathy. Compliance and documentation are essential to daily operations.

Qualifications

• High School Diploma or equivalent or better is required.
• 1 year of customer service experience is required.
• Preferred: 1 year of call center or financial services experience.
• Strong problem-solving and analytical skills and attention to detail.

Responsibilities

• Deliver accurate and timely account information, servicing, and support across channels.
• Resolve member needs with professionalism and ownership.
• Perform teller transactions including transfers, deposits, withdrawals, and account maintenance updates.
• Support Visa debit/credit servicing activities such as activation, disputes, ordering, and rewards.

Skills

Customer service

Communication skills

Typing 40+ WPM

Multitasking

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

• On-site
• Retail Delivery
• Part-Time
• Requisition #: CONTA001074

Description

The Contact Center Representative serves as a trusted first point of contact for members, offering knowledgeable and responsive support across all communication channels. Representatives handle diverse requests—including transactions, account updates, card servicing, and digital banking assistance—while ensuring every interaction is clear, accurate, and member-focused. They excel at guiding members through solutions, using sound judgment and system expertise to create seamless, high-quality experiences. This role contributes directly to the Contact Center’s commitment to service excellence and operational accuracy.

HOURS: Monday - Friday 10 AM - 4 PM & 8 AM - noon 2 Saturdays a month

Duties and Responsibilities

Member Service & Problem Resolution

Deliver accurate and timely account information, servicing, and support in accordance with regulations and internal procedures.

Resolve member needs across multiple channels with professionalism, empathy, and ownership.

Perform teller transactions including transfers, fee adjustments, deposits, withdrawals, and account maintenance updates.

Support Visa debit/credit servicing such as activation, transaction dispute handling, ordering, troubleshooting, and rewards program assistance.

Process payments/payoffs and provide payment histories or payoff details.

Provide documentation such as statements, check copies, transaction summaries, verification of deposit, and merchant verification responses.

Digital Banking & Technical Support

Assist with login support, navigation, and troubleshooting for Digital Banking, Mobile Banking, Bill Pay, and Bank-by-Phone.

Research and resolve member-reported digital issues or escalate when appropriate.

Support Print-a-Check-to-Branch and other digital tools.

Relationship Building & Referrals

Identify member needs and provide accurate product information using a professional, needs-based approach.

Deepen member relationships by promoting relevant services such as Digital Banking, eStatements, and direct deposit.

Refer members to specialized departments (Mortgage, Investments, Business Services) as appropriate.

Partner with Specialists and Leads to resolve complex scenarios and maintain smooth service coverage.

Document interactions thoroughly to support seamless follow-up and team efficiency.

Actively contribute to a positive, supportive team environment.

Professional Development

Stay current on credit union products, services, technology enhancements, and promotions.

Maintain knowledge of BSA, OFAC, CIP, and other regulatory requirements.

Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance, and the credit union’s mission.

Compliance & Risk Management

Follow fraud-prevention procedures and member authentication standards.

Ensure all transactions and communications adhere to federal, state, and credit union policies.

Additional Requirements

• Strong problem-solving and analytical skills, with the ability to resolve a wide range of member issues.
• Skilled at navigating multiple systems, applications, and tools simultaneously.
• Professional, empathetic communication skills across phone, chat, and written channels.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Strong typing accuracy (40+ WPM) and attention to detail.
• Proficiency with Microsoft Office Suite.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership

Qualifications

Education

Required

High School Diploma or Equivalent or better.

Experience

Required

1 year: Customer service experience

Preferred

1 year: Call Center or Financial Services experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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