Vibrant Credit Union · 16 hours ago
Member Contact Center Agent
Moline,IL,US
Full-time
Onsite
New Grad, Entry LevelVibrant Credit Union is seeking a Member Contact Center Agent to provide professional support to members by resolving financial inquiries. This role focuses on member education and promoting digital self-service adoption while ensuring compliance with service and security standards.
Financial Services
Responsibilities
Verify member identity and account ownership to protect privacy, security, and account integrity
Deliver accurate, efficient service while managing call volumes across multiple systems
Meet or exceed departmental service level agreements, quality standards, and individual performance metrics
Resolve member inquiries ranging from routine requests to complex financial service issues using sound judgment and problem-solving skills
Identify potential fraud or red flags, and follow established procedures to prevent, escalate, and resolve suspicious activity
Confidently de-escalate challenging interactions or escalate concerns when appropriate, following defined departmental processes
Accurately route member inquiries by transferring calls or creating detailed tickets to ensure timely resolution by the appropriate teams
Identify opportunities to introduce relevant accounts, products, services, and partner program offerings, while educating members on digital self-service options to meet their needs and financial goals
Participate in ongoing training and professional development to remain current on policies, procedures, regulations, and compliance requirements
Complete all required compliance and security training within assigned timelines
Qualification
Required
High school diploma or GED required
Verify member identity and account ownership to protect privacy, security, and account integrity
Deliver accurate, efficient service while managing call volumes across multiple systems
Meet or exceed departmental service level agreements, quality standards, and individual performance metrics
Resolve member inquiries ranging from routine requests to complex financial service issues using sound judgment and problem-solving skills
Identify potential fraud or red flags, and follow established procedures to prevent, escalate, and resolve suspicious activity
Confidently de-escalate challenging interactions or escalate concerns when appropriate, following defined departmental processes
Accurately route member inquiries by transferring calls or creating detailed tickets to ensure timely resolution by the appropriate teams
Identify opportunities to introduce relevant accounts, products, services, and partner program offerings, while educating members on digital self-service options to meet their needs and financial goals
Participate in ongoing training and professional development to remain current on policies, procedures, regulations, and compliance requirements
Complete all required compliance and security training within assigned timelines
Preferred
Prior experience working in a financial institution
Working knowledge and ability to handle common account transactions and member requests
Experience with MS Suite
Company
Vibrant Credit Union
Vibrant Credit Union provides banking services.
Founded in 1935
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