Interactive Contact Center Rep

Role:By emphasizing ONE Park, ONE Mission, One Team, the Interactive eTeam Service Representative supports members and potential members by assisting them with their financial transactions through the Interactive Teller systems, telephone, and electronic correspondence. This role is responsible for processing member transactions, resolving issues within their authority, cross-selling credit union services, and providing information about products and services. The Interactive eTeam Service Representative also maintains accurate records, assistswith ATM and debit card transactions, and stays updated on evolving Interactive Teller Machine technology to ensure efficient service delivery. Essential Functions & Responsibilities:Receive and process member financial transactions, including deposits, withdrawals and loan payments; transfer amounts from member accounts as directed. Post transactions to member accounts and maintain member records. Utilizing the Interactive Teller Machines (ITM), welcome members and provide routine information concerning accounts and services; directs members to branch staff for specific transactions or services unable to be performed by the ITM. Focus on communicating clear instructions to ensure ease of use, accuracy and efficiency with all transactions. Remain abreast of the ITM technology and delivery methods as they develop and/or change.Assist members and potential members with their telephone and electronic correspondence requests; answer questions about products and services and resolve problems that are within their authority to resolve; provide applications as requested; refer problems that are beyond their authority to their supervisor, along with their recommendations. Process Remote Contact requests in the same fashion as answering and handling telephone requests/issues.Cross-sell credit union services to members; achieve individual goals and assist in reaching established department goals. Maintain action log as required for review monthly/quarterly/ annually.Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines. Provide information regarding these transactions to members and resolve issues that are within authority. Refer issues not within authority to manager. Provide information on remote services.Maintain records and member account information. Keep manager informed of issues that may arise with the ITM when serving members.Performs other duties as assigned.Performance Measurements:1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values:u2022 Vibrant Connectionsu2022 Inclusive Excellenceu2022 Bold Compassionu2022 Endless Empowerment2. To provide friendly, professional and accurate service and support to all members and coworkers.3. To accurately receive calls daily and effectively troubleshoot or direct the call and to process member transactions with minimal errors.4. To answer telephone within 3 rings, respond to mail correspondence within 24 hours, respond to telephone messages within the same day received.5. To engage in conversations with members on the credit union products/services focused on meeting the member's financial needs. Provide clear communication through the Interactive Teller Machines for ease of use for members.6. To follow the credit unionu2019s Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error.7. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.8. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately. Knowledge and Skills:Experience One year to three years of similar or related experience.Education A high school education or terpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Other Skills Must have excellent verbal communication skills, good listening skills, and telephone skills.Physical RequirementsWORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.PHYSICAL DEMANDS The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or others.While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms.Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds. Park Community Credit Union is an Equal Opportunity Employer/ Veterans/ Disabled

Created: 2026-03-23