Contact Center Service Agent

Fortera Credit Union; United States; Hybrid; USD 23,419 - 27,552; Full time

Job summary

Fortera Credit Union is seeking a Remote/Hybrid Contact Center Service Agent to assist members via phone, email, chat and secure messages. The role emphasizes personalized banking services, needs assessment and problem resolution.

You will handle account inquiries, transfers, online banking issues and card support while educating members on remote services and maintaining compliance. Strong communication and teamwork are essential for success.

Qualifications

• Education / Certification: High School diploma or equivalent.
• Experience: 1+ years in Customer Service; 6 months in financial institution or call center preferred.
• Fluency in English and Spanish preferred.
• Able to use PC, phone systems and Microsoft Office.
• Willing to work flexible hours including weekends; telecommuting possible with internet.

Responsibilities

• Assist members with account inquiries and transactions via remote channels.
• Process transfers, online banking issues, and card problems; verify deposits as needed.
• Educate members on remote services for convenience and security.
• Maintain quality service; resolve issues and follow up to ensure satisfaction.
• Adhere to policies, training, and regulatory compliance standards.

Skills

Customer service

Communication

Problem solving

Time management

Bilingual English/Spanish

Teamwork

Education

High School diploma or equivalent

Tools

Symitar

Adapt Phone System

Microsoft Office Suite

Job description

Remote

Salary Range: $17.00 to $20.00 per hour

Local Hybrid Remote – 60 miles from Clarksville, TN

Position Purpose

The Contact Center Service Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services primarily through the various remote delivery channels including phone, email, chat and secure message. The Contact Center Service Agent serves members through a combination of needs fulfillment, problem resolution, effective communication, and member education.

Essential Functions and Basic Duties

• Assists members with account inquiries and transactions via all remote delivery channels (phone, email, chat, secure message).
• Performs a variety of services for members including processing funds transfers, troubleshooting and resolving online banking and debit card issues, stop payments, check orders, ordering debit cards, accepting phone payments, changing payroll deductions, military allotments and direct deposits, processing wire transfers, completing research and preparing fraud/dispute documentation.
• Troubleshoots and provides long‑term problem‑resolution solutions to members.
• Identifies and evaluates the needs of members and potential members and educates them on the appropriate products and/or services.
• Educates and promotes the use of different remote services for member convenience.
• Addresses all member concerns tactfully and effectively while identifying and presenting ways to resolve difficult situations.
• Processes verification of deposits and verification of accounts for other financial purposes after ensuring proper member authorization to release information is obtained.
• Uses time‑management skills to maximize the number of members that can be assisted while maintaining a high level of member service.
• Upholds credit union policies and procedures.
• Quotes loan payoffs based on established Consumer Loan Department guidelines.
• Conducts follow‑up contact as needed to ensure resolution and member satisfaction.
• Creates memorable and positive experiences with every member interaction by consistently going above and beyond our members’ expectations.
• Proficient in preparing written communications.
• Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position (including Bank Secrecy Act compliance).
• Attends and participates in all required trainings, meetings and committees.
• Participates in community and civic events to promote awareness of the Credit Union in the community.
• Ensures that work area and company‑issued equipment is clean, secure, and well‑maintained.
• Performs other duties as assigned by management.

Performance Measurements

• Must be able to work a flexible work schedule that includes all hours of Contact Center operation including weekends.
• Must have or be able to quickly develop working knowledge of credit union’s products and services, practices and guidelines, standard operating procedures, and state and federal regulations.
• Fortera’s core values are satisfactorily demonstrated.

Special Note

Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy, genetic information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.

Please be advised, visa sponsorship is not available for this position.

Qualifications

• Education / Certification: High School diploma or equivalent.
• Experience Required: One or more years’ experience in Customer Service. Six months experience in a financial institution and/or Call Center preferred. Prior experience with Symitar, Adapt Phone System, and Microsoft Office Suite products preferred.
• Fluency in both English and Spanish (verbal and written) preferred.
• Required skills and abilities:
  • Able to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
  • Preference for working in organizations that place priority on personal humility, diversity, inclusion, equity, teamwork and collaboration.
  • Excellent organizational, administrative, and attention‑to‑detail skills.
  • Excellent problem‑solving skills with an outgoing, solutions‑oriented personality.
  • Excellent interpersonal and communication skills (oral & written).
  • Able to work in a cooperative manner with others.
  • Able to use PC, related software applications, telephone queue system, and standard office equipment.
  • Professional dress, appearance, and attitude.
  • Able to work independently, as a team, and handle multiple tasks in a fast‑paced environment.
  • Able to meet deadlines and maintain an effective and efficient workflow.
  • Able to work well under pressure while always promoting a professional image of the Credit Union.
  • Regular and predictable attendance.
  • Able to work at any Credit Union location that may include extended hours, Saturdays, or holidays.
  • Able to telecommute with sufficient home internet connection.