Community Financial Credit Union

Call Center Representative

• Support Members Across Remote Engagements
• Engage members through ITM interactions, chat, and support email, ensuring interactions feel clear, consistent, and human.
• Adapt communication style based on context while maintaining shared experience standards.
• Have the ability to be on all channels including inbound, relationship experience, and outbound teams.
• Deliver Intentional Outreach
• Participate in approved outreach efforts designed to support members, resolve open needs, or surface unmet opportunities.
• Approach outreach with preparation and purpose, ensuring conversations feel relevant, thoughtful, and member-centered.
• Executes outbound engagement in alignment with organizational goals while meeting established productivity and quality standards.
• Accurately document interactions and outcomes in designated systems.
• Own Continuity and Follow-Through
• Take accountability for completing work initiated through remote interactions or outreach, including documentation, follow-up, and clear next steps.
• Help ensure members do not experience gaps or confusion across touchpoints.
• Navigate Knowledge and Tools Confidently
• Use knowledge resources, systems, and workflows effectively to support member needs.
• Seek clarity when needed and apply information accurately to reduce rework or incomplete outcomes.
• Support Light and Dark Member Moments Remotely
• Recognize when members may need reassurance, clarity, or additional support, even outside of voice conversations.
• Handle emotionally complex or sensitive situations with empathy and intention.
• Balance Reactive and Planned Work
• Manage a mix of live engagements and planned outreach throughout the day.
• Use time intentionally to ensure both responsive support and proactive work are completed thoughtfully.
• Surface Insights and Patterns
• Identify recurring member needs, friction points, or outreach opportunities and share insights with the people leader to inform coaching, process improvement, and experience evolution.
• Partner Across the Care Center
• Coordinate with inbound care, relationship experience, and branch teams to support smooth handoffs and aligned member experiences.
• Escalate appropriately when needs extend beyond role scope.
• Be a resource for the entire team, especially when supervisors are not available.
• Reflect Culture and Purpose in Daily Work
• Demonstrate the credit union’s values in how members are supported and how work is completed.
• Contribute to a culture of accountability, learning, and shared success through huzzahs and team recognition.
• Achieve or exceed experience goals and expectations while presenting a friendly and professional demeanor.
• Liaison between members and servicing.
• Perform other duties as directed by leadership.

Outbound Call Center Specialist