Member Experience Pro — Contact Center

Resource-One-Credit-Union; Dallas (TX); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Resource One Credit Union in Dallas is seeking a Contact Center Agent to be the first point of contact for members via phone and digital channels. You will provide accurate information, resolve issues, and promote our financial products to deliver a seamless, personalized member experience.

The role requires empathy, strong communication, and the ability to work efficiently in a fast-paced environment. You will handle account inquiries, support digital banking, process transactions, and

Qualifications

• High school diploma or equivalent.
• Minimum 1 year experience in a customer service role (call/contact center, retail, banking, etc.).
• Proficient with digital systems and CRM.
• Able to multitask and manage time effectively.

Responsibilities

• Respond to high volume inbound calls, emails, and digital inquiries with professionalism and accuracy.
• Provide information about credit union products, services, policies, and procedures.
• Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support.
• Perform account maintenance tasks such as address changes, payments, and debit card orders.
• Troubleshoot online banking, mobile app, debit card disputes, and ACH transactions.
• Maintain confidentiality and compliance with sensitive financial data.
• Identify opportunities to deepen member relationships through cross-selling of appropriate financial products.
• Escalate complex issues to appropriate departments while owning the member experience.
• Document interactions and follow-ups in the system for record-keeping and QA.
• Meet and exceed performance metrics related to call quality and satisfaction.
• Participate in ongoing training and development to stay current on products and systems.

Skills

Communication

Active listening

Empathy

Problem-solving

Education

High school diploma or equivalent

Tools

CRM software

Multi-line phone systems

Job description

Resource One Credit Union in Dallas is seeking a Contact Center Agent to be the first point of contact for members via phone and digital channels. You will provide accurate information, resolve issues, and promote our financial products to deliver a seamless, personalized member experience.

The role requires empathy, strong communication, and the ability to work efficiently in a fast-paced environment. You will handle account inquiries, support digital banking, process transactions, and