Vibrant Credit Union · 19 hours ago
Senior Contact Center Agent
Moline,IL,US
Full-time
Onsite
Mid, Senior Level
1+ years expVibrant Credit Union is seeking a Senior Contact Center Agent to serve as a key resource for handling complex transactions and resolving escalated issues. This role involves delivering exceptional customer service while efficiently addressing complex scenarios and contributing to the team's overall success.
Financial Services
Responsibilities
Confirm account ownership to protect member privacy and security
Deliver efficient, accurate service while managing high call volumes and multiple systems
Meet or exceed departmental service level agreements and individual performance metrics
Resolve member inquiries and account issues across all complexity levels
Handle member-requested escalations, de-escalating or escalating calls per department procedures
Identify cross-selling opportunities and present relevant products and services to meet members’ needs
Accurately, route member inquiries to the appropriate teams when necessary
Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates
Qualification
Required
High school diploma or GED required
1-2 years' experience working in a financial institution
Working knowledge of core banking systems, ticketing platforms, and payment solutions
Working knowledge of fraud detection techniques and identity verification processes
Company
Vibrant Credit Union
Vibrant Credit Union provides banking services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Matt McCombs
President/CEO
Recent News
Business Insider
2025-04-26
Company data provided by crunchbase