Contact Center Representative II

Member Contact Advisor The Member Contact Advisor is responsible for delivering outstanding member service through the CCF Member Contact Center across all service channels. This role provides immediate, accurate, and consultative support to members and team members through inbound and outbound telephone calls, live chat, digital messaging, IVR, Interactive Teller Machines (ITM), email, and online and mobile banking platforms. The Advisor makes banking easy by responding to service inquiries, resolving issues, processing transactions, and supporting digital services such as Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture (RDC), and Debit/Credit Card services. Through each interaction, the Advisor serves as a professional representative of the credit union, identifies opportunities to deepen member relationships, offers appropriate products and services aligned with CCF's goals, and ensures each member experience reflects CCF's vision, mission, and service promises. What You'll Do in This Role: Utilizes a consultative interview process with each interaction, whether by phone or digital channel, to identify opportunities and deliver creative financial solutions. Opens and maintains accounts, processes consumer loan applications, educates members on the benefits of CCF products and services, and deepens member relationships in alignment with growth goals. Responds to member inquiries and service requests across all channels including inbound and outbound calls, live chat (Conversations/Bold Chat), digital messaging, ITM, email, IVR, Online Banking, and Mobile Banking. Answers calls within the credit union's specified service standards and ensures timely, accurate responses to all digital communications with strong attention to detail while maintaining established performance metrics. Performs a broad range of account servicing activities, including accurately processing savings, draft/checking, and certificate (CD) account requests; updating and maintaining member account information; assisting members with Online Banking, Mobile Banking, Bill Pay, Remote Deposit Capture (RDC), and card maintenance inquiries; setting up automated services; and documenting all member interactions promptly and accurately within the core system. Processes transactions promptly, efficiently, and accurately, ensuring proper documentation and close attention to detail while managing daily digital service requests and related support tasks. Fosters cooperation, teamwork, and frequent communication with Centralized Lending and Loan Processing staff to ensure seamless service for members and follows up through the loan closing process to ensure completion and member satisfaction. Researches complex situations and collaborates with internal departments as necessary to resolve member concerns. Performs department-related support duties, including but not limited to scanning, faxing, working daily reports, and providing overflow call queue support as needed. Complies with all company policies and procedures and applicable laws and regulations, including but not limited to the Bank Secrecy Act (BSA), USA Patriot Act, and Office of Foreign Assets Control (OFAC) requirements. What You'll Bring To CCF: Six months to two years of similar or related experience, including time spent in preparatory positions. A high school degree or GED is required. Courtesy and tact are essential elements of the job. Demonstrated strong customer service skills that include proven ability to handle difficult member interactions. Strong communication skills must be demonstrated through oral and written means. Proven sales aptitude. Proficient in the Microsoft suite of products including Word, Excel, and Outlook. Ability to obtain and maintain notary designation. Ability to be bonded. Possesses basic mathematical skills and is proficient in the use of calculators. Must be able to multi-task effectively between multiple systems to assist members with their inquiries. The Perks of Being Part of CCF: When you join CCF you're not just taking a jobyou're joining a community. From milestone anniversaries to our legendary chili cook-off, we believe in recognizing achievements and building connections through fun, shared experiences. We offer a comprehensive benefits package designed to support the well-being of our employees: Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives. Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year. Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement. Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage. Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage. Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs. Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career. Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution. Employee Assistance Program (EAP): Confidential support services for personal and professional challenges Work Location: This position is based in Troy, Michigan. Hybrid working arrangements are available following 4-6 months of successful employment. EOE: CCF is committed to equal opportunity and complies with EEOC rules and regulations.

Created: 2026-03-10