Support Center Representative

Altana Federal Credit Union; Billings (MT); On-site; USD 36,000 - 48,000; Full time

Job summary

Altana Federal Credit Union in Billings, MT is seeking a Support Center Representative to be the first point of contact for our members, handling phone, digital and online inquiries with care and accuracy.

You will resolve questions, process transactions, and connect members to the right solutions while maintaining privacy, following policies, and contributing to a collaborative, service-driven team.

Qualifications

• Minimum 12 months of experience in member or customer support in a financial services institution or related field.
• Strong written and verbal communication skills.
• Ability to handle sensitive and confidential information professionally.
• Proficiency with standard office technology (phones, computers, systems).

Responsibilities

• Answer inbound calls and assist members with questions, account needs, and fund transfers.
• Route calls to appropriate teams when specialized support is needed.
• Respond to online messages, voicemails, and digital inquiries with professionalism and care.
• Process mobile deposits, emails, and digital service requests.
• Maintain accuracy and efficiency across transactions and systems.
• Collaborate with teams across the organization to ensure seamless member experiences.

Skills

Call Center Ops

Problem Solving

Communication Skills

Confidentiality

Team Player

Education

High School Diploma or GED

Job description

Join Altana and Help Us Deliver Meaningful Member Connections!

At Altana, we're more than a financial institution-, we're a purpose-driven organization committed to strengthening our communities and empowering our members. Guided by our CARES values- Connection, Altruistic, Revolutionary, Empowering, and Synergistic- we strive to create exceptional experiences through every interaction.

We're looking for a Support Center Representative who shares our passion for service and thrives in a collaborative, fast-paced environment.

Position Overview

As a Support Center Representative, you are often the first point of contact for our members. You play a critical role in building trust, solving problems, and creating meaningful connections through phone, digital, and online interactions. This position blends service excellence with operational accuracy, ensuring members feel supported, understood, and valued.

Key Responsibilities

Connection & Service Excellence

• Answer inbound calls and assist members with questions, account needs, and fund transfers
• Route calls to appropriate teams when specialized support is needed
• Respond to online messages, voicemails, and digital inquiries with professionalism and care

Empowering Member Support

• Conduct member research to resolve questions and issues effectively
• Process mobile deposits, emails, and digital service requests
• Support members by identifying needs and connecting them to the right solutions

Operational Excellence

• Process and review daily and periodic reports with attention to detail
• Maintain accuracy and efficiency across all transactions and systems

Collaboration & Synergy

• Partner with teams across the organization to ensure seamless member experiences
• Provide backup support for ITM Representatives as needed
• Share knowledge and contribute to a positive, team-focused environment

Growth & Accountability

• Stay current on Altana products, services, and policies
• Follow all compliance, privacy, and regulatory guidelines
• Attend required meetings and participate in ongoing training and development
• Maintain dependable attendance and punctuality

What You Bring

Required Qualifications

• High School Diploma or GED (preferred)
• Minimum of 12 months of experience in a member or customer support function in a financial services institution, or directly related field

Knowledge, Skills & Abilities

• Foundational understanding of call center or member service operations
• Strong problem-solving skills with the ability to resolve a variety of member needs
• Excellent written and verbal communication skills
• Ability to handle sensitive and confidential information with professionalism
• Comfort working independently while also contributing to a team
• Proficiency with standard office technology (phones, computers, systems)

What Success Looks Like at Altana

• You create meaningful connections with every member interaction
• You act with an altruistic mindset, always putting members first
• You embrace innovation and help improve how we serve
• You empower members by providing knowledge and solutions
• You contribute to a collaborative, synergistic team environment

Why You'll Love Working Here

At Altana, you're joining more than an organization—you're joining a community. We believe in caring for our team members the way we care for our members: with respect, support, and a genuine commitment to helping people thrive. Here, your work matters. Your voice matters. You matter.