Job Description

Role

Responsible for serving as a senior-level, working lead within the Contact Experience Center, providing direct member service across all channels, including telephone, Interactive Teller Machines (ITMs), chat, email, secure messaging, text, and digital banking platforms. Provides day-to-day guidance, support, and coaching to Contact Experience Agents while ensuring exceptional member service, operational accuracy, and compliance with credit union policies and regulatory requirements.

Serves as a role model in delivering high-quality, member-focused service and in promoting credit union products and services. Assists in maintaining efficient workflow, resolving escalated issues, supporting operational tasks, and ensuring continuity of service when management is unavailable.

Major Duties and Responsibilities

• Provide advanced, multi-channel member service by responding to inquiries and resolving requests across ITMs, phone, chat, email, secure messaging, and digital banking platforms. Accurately process monetary and non-monetary transactions, including account inquiries, transfers, payments, maintenance, disputes, and research requests while ensuring proper identification, documentation, and security procedures are followed.
• Assist members by identifying needs, resolving complex issues, and delivering timely solutions. Take ownership of escalated or sensitive member situations and ensure appropriate resolution or referral when necessary. Maintain a high standard of professionalism, confidentiality, and risk awareness in all interactions.
• Serve as a subject matter expert and resource for Contact Experience Agents by providing real-time support, guidance, and coaching during daily operations. Assist in training, onboarding support, and reinforcement of policies, procedures, and service expectations.
• Monitor workflow and assist in balancing workloads across channels to support service levels and operational efficiency. Demonstrate flexibility in handling multiple systems and communication channels while maintaining accuracy, productivity, and service quality standards.
• Support the Contact Experience Manager with daily operational tasks, reporting, and execution of department initiatives. Serve as point of contact for operational or vendor-related issues when management is unavailable and escalate concerns appropriately.

• Assist in ensuring adherence to all opening and closing procedures, end-of-shift balancing, reporting requirements, and operational controls. Review transactions and related documentation for accuracy and compliance with credit union policies and procedures.
• Support fraud prevention, risk management, and compliance efforts by ensuring proper handling of member transactions, identifying irregularities, and escalating concerns as appropriate.
• Maintain strong knowledge of credit union products, services, systems, and policies to effectively assist members and support relationship development opportunities. Promote appropriate products and services based on member needs.
• Contribute to maintaining a positive, professional, and collaborative work environment by modeling strong service behaviors, accountability, and teamwork.

Qualifications and Skills

• Up to six months of similar or related experience including experience including time spent in preparatory positions.

• High School degree or GED required.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

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