Contact Center Representative

At MidWest America you’re more than just an employee, you’re part of a mission-driven team committed to making a real difference in the lives of others. We believe in the power of people helping people, and that every unique background, voice, and perspective makes us stronger.

Here, you’ll find a workplace rooted in community, inclusion, and equity, where you’re encouraged to bring your whole self to work and grow with purpose. We serve every member with compassion and respect, no matter their financial journey.

So bring your passion. Share your ideas. Be part of something meaningful.

Find your place. Build your future. Make an impact, right where it matters most.

Contact Center Representative Job Summary:

The employee is responsible for providing courteous, efficient, and accurate member service which includes account opening. They will identify and address members’ needs through telephone and electronic interactions, recommending appropriate products and services in alignment with the Credit Union’s mission. This role requires the ability to work independently.

Contact Center Representative Qualifications:

A high school diploma or GED equivalent is required. Prior experience in sales, member service, or a contact center is preferred. Working knowledge of teller transaction processing and sales is recommended. Reliable transportation to and from work is required.

Essential Elements of the Contact Center Representative:

• Maintain a positive and professional image of both yourself and the Credit Union.

• Provide accurate, timely, and courteous service to members by processing transactions efficiently.

• Maintain confidentiality and adhere to the Credit Union’s security protocols.

• Answer incoming phone calls and route them to the appropriate branch or department.

• Ensure all paperwork is accurate and scanned in a timely manner.

• Cross-selling Credit Union products and services. Actively request member referrals.

• Assist members through multiple communication channels, such as phone, text, email, and DocuSign.

• Proactively seek out and act on sales opportunities aligned with the members’ needs.

• Maintain a working knowledge of Credit Union policies and procedures.

• Meet individual phone agent production goals and contribute to overall Credit Union sales objectives.

• Make outbound calls as needed to support special sales campaigns.

Additional Contact Center Representative Duties:

• Maintain an organized, clean work area following clean desk policy.

• Actively participate in training sessions and workshops as required.

• Perform other administrative duties as assigned by management.

• Participate in the Credit Union’s community volunteer program.

• Work occasional evenings and weekends to assist with community events.

Job Skills and Work Relations:

Employee must demonstrate proficient phone etiquette skills, written and verbal communication skills, and ability to effectively handle multiple tasks simultaneously. Effective comprehension, verbal communication, and written communication skills in English. Working knowledge of Microsoft Outlook, Word, Symitar, and Excel.

Employee must possess proficient organizational and self-starter skills, good problem-solving and team-player skills, and display tact and professionalism in working closely with co-workers, other departments, and members.

Employee reports directly to the AVP of the Contact Center

Physical Effort and Working Conditions:

Employee performs duties in a standard office environment involving remaining in a stationary position most of the time, keyboarding close vision, and communication. May be required to move up to 50 pounds. Employee may work with a desktop computer, printer, copier, calculator, cash advance machine, scanner, telephone, Video Teller Machine (VTM) equipment, and other miscellaneous office equipment as needed. Employee may occasionally travel to surrounding area branches for networking, business development, or required training.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid Short & Long-Term Disability insurance
• Health insurance
• Paid Life insurance
• Paid time off
• Paid Vision insurance
• 16 Paid time off volunteer hours
• Loan rate discounts
• Sick Time
• Paid holidays (Federal holidays observed)
• Personal Time
• Tuition Reimbursement
• Competitive Pay
• Financial Planning
• Identity Theft Monitoring
• Comprehensive training provided by a dedicated training staff

MidWest America is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. All qualified applicants will receive consideration for employment.

The job grade for this position is Grade 6