Job Description
The Contact Center Credit Card Representative is responsible for providing high-quality service and support to members by addressing inquiries related to billing account management card services and digital banking tools. This role serves as a primary point of contact within the Contact Center handling inbound member interactions efficiently and professionally in a fast-paced environment. The position requires strong communication skills attention to detail and the ability to navigate multiple systems to deliver accurate and timely solutions.
Essential Functions - Member Interaction & Support: Respond to a high-volume inbound member inquiry via phone chat or written communication with professionalism empathy and efficiency. Provide support for a wide range of credit card services including card activation payments balance transfers statement requests lost/stolen card reporting and account maintenance. Also supports Member Service Representatives by accurately answering all other inquiries through the Member Services queue as needed.
- Financial Education & Digital Adoption: Educate members on card features and promote effective use of self-service platforms such as digital banking tools and any other automated applications available.
- Issue Resolution & Escalation: Resolve member concerns at first point of contact whenever possible; escalate complex or unresolved issues to appropriate teams in accordance with established procedures. Collaborate with peers and leadership to support continuous improvement in service delivery and problem resolution.
- System Navigation & Compliance: Efficiently navigate multiple internal systems and applications while maintaining accuracy and adherence to company policies procedures and regulatory requirements. Ensure accurate and timely documentation of all member interactions and account updates.
- Team Collaboration & Development: Participate in training sessions coaching and performance development initiatives to enhance skills and knowledge. Contribute to a collaborative and inclusive team culture that supports excellence in service delivery and aligns with the organizations values and objectives.
- Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures and regulations pertaining to the Bank Secrecy Act.
Qualifications :
Minimum Formal Qualifications for this Position
- High School Diploma/G.E.D. or equivalent.
- 2 years combined experience with inbound phone calls retail sales customer service and/or financial services experience. Required
Technical or Specialized Knowledge/Skills:
- Customer Service Excellence
- Knowledge of Credit Union Products and Services
- Familiarity with Online and Mobile Banking Platforms
- Business Credit Card Products & Procedures
- Multitasking with Multiple Systems and Databases
- Organizational and Time Management Skills
- Typing and Computer Proficiency
- Communication Skills (Verbal and Written)
- Problem-Solving and Critical Thinking
- Compliance and Confidentiality Awareness
- Adaptability and Learning Agility
Certifications Required:
Environmental Physical and Psychological Requirements
- Standing -
- Walking -
- Sitting -
- Lifting - (40 Lbs)
- Carrying -
- Pushing -
- Pulling -
- Balancing -
- Stooping -
- Kneeling -
- Crouching -
- Crawling -
- Reaching -
- Handling -
- Grasping -
- Feeling -
- Talking -
- Hearing -
- Repetitive Motions -
- Eye/Hand/Foot Coordination -
- Noises louder than normal speaking volume -
- Temperature Changes -
- Atmospheric Conditions -
Additional Information :
The pay range for this position is: $23 to $25 per Hour (S12)
Final compensation for this position will be determined by various factors such as relevant work experience specific skills and competencies education certifications and internal pay equity. This position is eligible for our corporate bonus program based on company performance.
Benefits Summary Sheet
At Ent Credit Union we offer a comprehensive benefits package including:
- Health Benefits: Affordable insurance 24/7 doctor access and a nationwide provider network.
- 401(k): 3% automatic contribution after three months plus up to 6% matching.
- Paid Time Off: During your first year enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
- Volunteer Time Off: Paid time off to give back to the community.
- Education Support: Up to $10000 annually for higher education and assistance for certifications.
- Exclusive Discounts: Significant savings on home car and personal loans. For more information about our outstanding benefits please visit our careers page at anticipate this position to close on 11/26/2025. Please submit your application at your earliest convenience to be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
Remote Work :
No
Employment Type :
Full-time
Job Tags
Hourly pay, Full time, For contractors, Work experience placement,