Contact Center Representative

United Credit Union

. Provide friendly, professional, and knowledgeable service across telephone and other Contact Center channels .

Posted 10/2/2026full-timeBrockton • Massachusetts • United StatesJuniorMid-Level💰 $23 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in member service and financial product knowledge, with a strong focus on problem-solving, relationship-building, and effective communication. Proficient in managing multiple priorities while maintaining professionalism and confidentiality in a fast-paced contact center environment.

Highest-signal resume keywords

Member Service ExperienceFinancial Product KnowledgeProblem-Solving SkillsCommunication SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Account OpeningConsumer Loan ApplicationsTransaction ProcessingDigital Banking ServicesCross-Selling Products

Soft Skills

Active ListeningRelationship BuildingProfessionalismDiscretionCourtesy

Tools & Technologies

Credit Union SystemsStandard Office EquipmentComputer Skills

Industry Keywords

Financial ServicesContact CenterMember IdentificationConfidentiality PoliciesFirst-Call Resolution

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or GED, plus specialized coursework; 2–4 years of related experience; or an equivalent combination of education and experience
Experience in financial services, member service, customer service, or a related environment
Strong communication, active listening, and relationship-building skills
Ability to learn and confidently explain financial products and services
Strong problem-solving and decision-making skills
Ability to identify member needs and make appropriate product recommendations
Strong organizational skills and ability to manage multiple priorities
Professionalism, courtesy, discretion, and commitment to protecting member confidentiality
Comfort working in a fast-paced environment with extensive member contact by telephone
Basic computer skills and ability to learn new systems and technology
Regular use of computers, standard office equipment, and Credit Union systems

Benefits

Comp & perks

Hybrid remote work arrangement
Saturday hours currently required
Reasonable accommodations for individuals with disabilities