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Vibrant Credit Union · 9 hours ago

Member Contact Center Agent

Moline,IL,US

Full-time

Onsite

New Grad, Entry Level

Vibrant Credit Union is seeking a Member Contact Center Agent to provide professional support to members by resolving financial inquiries. This role focuses on member education and promoting digital self-service adoption while ensuring compliance with service and security standards.

Financial Services

Responsibilities

Verify member identity and account ownership to protect privacy, security, and account integrity

Deliver accurate, efficient service while managing call volumes across multiple systems

Meet or exceed departmental service level agreements, quality standards, and individual performance metrics

Resolve member inquiries ranging from routine requests to complex financial service issues using sound judgment and problem-solving skills

Identify potential fraud or red flags, and follow established procedures to prevent, escalate, and resolve suspicious activity

Confidently de-escalate challenging interactions or escalate concerns when appropriate, following defined departmental processes

Accurately route member inquiries by transferring calls or creating detailed tickets to ensure timely resolution by the appropriate teams

Identify opportunities to introduce relevant accounts, products, services, and partner program offerings, while educating members on digital self-service options to meet their needs and financial goals

Participate in ongoing training and professional development to remain current on policies, procedures, regulations, and compliance requirements

Complete all required compliance and security training within assigned timelines

Qualification

Financial service knowledgeProblem-solving skillsMS SuiteFraud detectionCustomer service

Required

High school diploma or GED required