Senior Contact Center Agent

Job Description

Job Description

Join our team as a knowledgeable and passionate Senior Contact Center Agent at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. We value strong interpersonal skills, if you enjoy building connections and delivering excellent service, your skills will be a great match.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary of the Position :

The Senior Contact Center Agent is a first point of contact for our members, handling inbound calls and supporting a variety of inquiries and transactions. This role requires strong communication skills, a member-first mindset, and a solid understanding of Credit Union operations. Senior Agents actively promote products and services that meet members' needs while delivering exceptional service and building lasting relationships. They also serve as a resource for their teammates, assisting with escalated issues and contributing to process enhancements.

The successful candidate should have the following skills / qualifications :

• High School diploma or equivalent.
• Minimum 2 years' experience in a Contact Center environment, preferably within a Credit Union or financial institution.
• Proficiency with telephony software, core banking systems, and CRM platforms.
• Proven success in meeting Contact Center performance metrics and KPIs.
• Strong ability to manage high-pressure situations and resolve conflicts.
• Excellent communication, problem-solving, and member service skills.

What are some of the responsibilities of a Senior Contact Center Agent?

Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits  www.ihmvcu.org / careers. Final compensation will be determined by various factors such as experience, specific skills and internal pay equity.

Move Up your career at IHMVCU with this great opportunity!

Physical Requirements :