Contact Center Representative I

Description

EFCU Financial isn’t just a great place to work - it’s a place where you can create meaningful impact. As one of the Best Places to Work in the Greater Baton Rouge Area, we are driven by our core values of integrity, innovation, inclusion, and service. These values guide everything we do from empowering our members to uplifting our community and supporting one another as a team.  

When you join EFCU Financial, you’re not simply starting a job. You’re stepping into a mission-focused environment where helping people achieve financial freedom, build brighter futures, and find peace of mind is at the heart of every interaction. Every conversation you have, every solution you provide, and every idea you share contributes to making a real difference. 

We proudly offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision insurance; paid time off and holidays; parental leave; a 401(k) with employer contributions; short- and long-term disability; life insurance; an HSA; pet insurance; team member loan discounts; incentive plans; an employee referral program; and service awards recognizing your dedication. 

The Contact Center Representative I provides support for Contact Center Operations by managing member service activities, assisting with intricate inquiries, and ensuring compliance with established standards. Regular and reliable attendance is an essential function of the position, as consistent availability is necessary to provide timely member support, maintain service levels, and ensure adequate Contact Center coverage. This role contributes to a productive, service focused environment that enhances the member experience.

Duties and Responsibilities:

Member Experience & Service Delivery

1. Provide courteous, efficient service to members via phone, email, and other communication channels. 
2. Assist members with routine financial transactions including deposits, withdrawals, loan payments, transfers, and check cashing. 
3. Respond to member inquiries via phone, online channels, and in person in a courteous and professional manner. 
4. Provide account maintenance and information on all member accounts including savings, checking, certificates, IRAs, and special accounts. 
5. Provide accurate information regarding Credit Union products, services, and policies. 
6. Support lending needs by facilitating loan applications and assisting with loan-related questions. 

Operational Accuracy

1. Process ATM and mobile deposits, loan payments, bill payment verifications, and escalations. 
2. Balance virtual noncash drawer and checks daily 
3. Complete ACH requests, account maintenance forms, and written third party verifications. 

Compliance, Security & Risk Management

1. Ensure adherence to all Credit Union policies, regulatory requirements, and security procedures. 
2. Protect member information and always maintain confidentiality. 
3. Report suspicious activity and follow established fraud prevention procedures. 
4. Ensure work areas remain clean, organized, and secure. 

Member Engagement

1. Actively identify and recommend products and services that meet member needs. 
2. Achieve or exceed referral and sales goals 
3. Counsel members regarding financial solutions and money management as appropriate. 

Team Support & Collaboration

1. Maintain effective working relationships with team members and leadership. 
2. Communicate issues, trends, or member concerns to leadership. 
3. Participate in training and cross-training activities to enhance operational knowledge. 

Digital Services & Fraud Support

1. Place travel notifications and review debit and credit card fraud cases. 
2. Complete debit and credit card disputes and fraud claims. 
3. Recognize fraud indicators and red flags in mobile deposits and other transactions. 
4. Troubleshoot online banking, digital payments, and electronic money transfer issues. 
5. Assist with processing returned mail and wire transfers. 
6. Follow all security verification procedures. 

Other Duties

1. Cover the front desk as assigned and maintain a professional presence. 
2. Other duties as assigned. 

Starting hourly rate between $19.73 - $24.67 based on experience.

Requirements

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.
• A minimum of one year to three years of similar or related experience in a bank and/or credit union.
• Regular and reliable in-person attendance.
• Excellent telephone etiquette and verbal communication skills.
• Excellent interpersonal skills.
• Exceptional organizational skills.
• Must pass all credit and bond requirements.
• In depth knowledge of Credit Union products and services is a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.