United Credit Union

Call Center Representative

• Provide friendly, professional, and knowledgeable service across telephone and other Contact Center channels
• Listen to members, understand their needs, and take ownership of questions and concerns through resolution whenever possible
• Resolve issues related to debit and credit cards, online banking, bill pay, and other electronic and digital services
• Provide timely follow-up and escalate issues appropriately
• Support Contact Center service goals, including first-call resolution, wait time, and call abandonment
• Build relationships by identifying member needs and recommending appropriate SCU Credit Union products and services
• Educate members about savings, checking, credit and debit cards, online and mobile banking, consumer loans, and other solutions
• Assist with account opening, consumer loan applications, and basic deposit and loan transactions
• Make needs-based referrals and cross-sell products and services
• Maintain knowledge of Credit Union products, services, and digital tools
• Process member information and transactions accurately and efficiently
• Reconcile daily work and assist with balancing the department
• Follow procedures, member identification and authentication requirements, confidentiality policies, and applicable regulations
• Collaborate with Contact Center and Credit Union team members
• Demonstrate SCU Credit Union’s Core Values and Vision
• Participate in department and organizational projects as directed

Contact Center Representative