Contact Center Credit Card Representative

The Contact Center Credit Card Representative is responsible for providing high-quality service and support to members by addressing inquiries related to billing, account management, card services, and digital banking tools. This role serves as a primary point of contact within the Contact Center, handling inbound member interactions efficiently and professionally in a fast-paced environment. The position requires strong communication skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely solutions.

Essential FunctionsMember Interaction & Support: Respond to a high-volume inbound member inquiry via phone, chat, or written communication with professionalism, empathy, and efficiency. Provide support for a wide range of credit card services including card activation, payments, balance, transfers, statement requests, lost/stolen card reporting, and account maintenance. Also supports Member Service Representatives by accurately answering all other inquiries through the Member Services queue as needed.Financial Education & Digital Adoption: Educate members on card features and promote effective use of self-service platforms such as digital banking tools and any other automated applications available.Issue Resolution & Escalation: Resolve member concerns at first point of contact whenever possible; escalate complex or unresolved issues to appropriate teams in accordance with established procedures. Collaborate with peers and leadership to support continuous improvement in service delivery and problem resolution.System Navigation & Compliance: Efficiently navigate multiple internal systems and applications while maintaining accuracy and adherence to company policies, procedures, and regulatory requirements. Ensure accurate and timely documentation of all member interactions and account updates.Team Collaboration & Development: Participate in training sessions, coaching, and performance development initiatives to enhance skills and knowledge. Contribute to a collaborative and inclusive team culture that supports excellence in service delivery and aligns with the organization's values and objectives.Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.