Contact Center Representative

Truliant Federal Credit Union; Winston-Salem (NC); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

401(k) match

Life insurance

Disability insurance

Teledoc

Wellness program

Tuition reimbursement

Job summary

Truliant Federal Credit Union seeks a Contact Center Representative to respond across phone, text, chat, and email, helping members with inquiries and product guidance. You will verify identities, document interactions, and escalate issues when needed, maintaining accuracy and compliance.

Ideal candidates communicate clearly, stay organized, and balance friendly service with precision in a fast-paced environment. Prior contact center and financial industry experience are a plus.

Qualifications

• Strong verbal and written English communication and active listening.
• Ability to verify member identity and follow procedures.
• Basic computer proficiency to navigate systems and document interactions.

Responsibilities

• Respond to inquiries across phone, text, chat, and email with member-first service.
• Identify member needs using a consultative approach and share suitable products.
• Research and resolve account questions; verify identity and document interactions accurately.
• Collaborate with teammates and internal partners to resolve needs quickly and professionally.

Skills

Communication skills

English proficiency

Identity verification

Basic computer skills

Attention to detail

Fraud awareness

Customer service mindset

Education

High school diploma

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 mattersAt 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 doIn 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 escalate 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 bringWe’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 SkillsAbility 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/CertificationsHigh 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 apartYou 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 getWe 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.Ready to Apply?If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!As a member of the Truliant family, you will enjoy the following full time benefits:No-cost employee Medical, dental, vision coveragePrescription benefits (including mail order)Paid holidays and Paid Time Off (PTO)401(k) plan with contribution matchingPaid community involvement volunteers hoursPaid group life InsuranceTeammate loan discountsTuition reimbursementShort and long-term disabilityHealth & Wellness programTeledoc (physician video conferencing)Onsite fitness facilities or health club reimbursementEmployee Assistance Program (EAP)Medical flexible spending accountDependent care flexible spending account