Senior Contact Center Agent at Vibrant Credit Union

Moline, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

26.64

Posted On

12 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Issue Resolution, Account Ownership Verification, Call Volume Management, Service Level Agreements, Performance Metrics, Escalation Handling, De-escalation, Cross-selling, Inquiry Routing, Compliance, Security Training, Core Banking Systems, Ticketing Platforms, Payment Solutions, Fraud Detection

Industry

Financial Services

Description

Description Position Overview: The Senior Contact Center Agent serves as a key resource for handling complex transactions and resolving escalated issues. This role not only supports members with exceptional customer service but also ensures a positive experience by efficiently addressing complex scenarios and contributing to the overall success of the team. What You Will Do: Confirm account ownership to protect member privacy and security. Deliver efficient, accurate service while managing high call volumes and multiple systems. Meet or exceed departmental service level agreements and individual performance metrics. Resolve member inquiries and account issues across all complexity levels. Handle member-requested escalations, de-escalating or escalating calls per department procedures. Identify cross-selling opportunities and present relevant products and services to meet members’ needs. Accurately, route member inquiries to the appropriate teams when necessary. Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates Requirements Our Ideal Candidate: High school diploma or GED required 1-2 years' experience working in a financial institution Working knowledge of core banking systems, ticketing platforms, and payment solutions Working knowledge of fraud detection techniques and identity verification processes Reports to Member Contact Center Supervisor Environmental and Physical Activity Requirements: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions. The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature. Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Responsibilities

The Senior Contact Center Agent handles complex transactions and resolves escalated member issues while providing exceptional customer service. Key duties include confirming account ownership, managing high call volumes, meeting performance metrics, and identifying cross-selling opportunities.