Contact Center Representative

Description

WMCU is seeking a Contact Center Representative to join our team in Grand Rapids. This role supports members with interactive ATM transactions, telephone, email, website, and contact requests, providing accurate, timely, confidential, and friendly service for all their banking needs.

What We’re Looking For:

• Team player attitude.
• High school diploma or GED required.
• Customer service background with a strong ability to handle challenging situations.
• Able to pass a background check.
• Must have excellent written and oral communication skills.
• Must be detailed oriented.
• CU*Answers experience a plus.

What You’ll Do:

• Deliver exceptional member and team member service aligned with WMCU’s Core Values.
• Maintain strong product knowledge and compliance with all policies and regulations.
• Handle multi-channel member inquiries (Interactive ATM, phone, email, chat, and online banking messages) regarding products, services, credit and debit card troubleshooting, and transactions accurately and efficiently.
• Identify members’ needs and provide solutions, including education on credit union services and maximizing cross-selling opportunities to meet sales goals.
• Ensure accuracy and follow-up on all account maintenance, troubleshooting, and technical support for digital banking tools.
• Detect and prevent fraud by applying security protocols and verifying member identity.

Our Benefits:

• Competitive salary
• Free benefit package (healthcare, dental, vision insurance, life, STD & LTD)
• Health Savings Account plus company contributions
• 401K plus up to 9% company contributions
• Paid time off (10 holidays, PTO, birthday day & volunteer time)
• Education reimbursement
• Annual merit raises
• Employee Assistance Program

Your Future:

Approximately half of our current team members have advanced through promotions or transfers within the Credit Union. We make it a priority to promote internal candidates whenever feasible, taking your professional goals into careful consideration. Join us and embark on a journey towards personal growth, where you’ll have the opportunity to develop new skills, expand your knowledge, and accomplish goals that enhance both your professional career and personal life.

Who We Are:

WMCU is a not-for-profit financial cooperative that proudly serves members at 11 locations across West Michigan. We are a local member owned and operated credit union that strives to meet our members where they are at, help them to grow financially and celebrate their successes. With a passion for community involvement, we are committed to supporting the communities our members and team members call home.

WMCU is an Equal Employment Opportunity (EEO) employer, ensuring fair and unbiased employment practices.