Salary Range:

$19.63 To $20.82 Hourly

ABOUT US

Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work for seven consecutive years since 2019. Also recognized as a Top Workplace in the United States by USA Today in 2022, 2024 & 2025! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every employee makes a difference, and together we impact the lives of our members and the communities that we serve.

Joining our team has its perks:

Generous PTO including Birthday PTO
Education Assistance
Ample Growth Opportunities
401k Plan with Match Up To 5%
11 Paid Holidays
Company Paid Group Life Insurance, STD, & LTD
Affordable Insurance Plans
Employee Loan Discounts
And Much More!

POSITION PURPOSE

Responsible for promptly handling inbound telephone and/or electronic member interactions to the Member Services Contact Center via SMS, chat, etc. Delivering excellent Member Service in accordance to the Credit Union's Member Service standards. Ensuring that every interaction is properly identified, and each inquiry is handled accurately with the aim of first call resolution. Educating and promoting Credit Union products and services, and supporting all functions within the Contact Center.

ESSENTIAL FUNCTIONS & BASIC DUTIES

Handles member interactions with the highest standard of professionalism and enthusiasm.
Accepts approximately 80 incoming calls per day.
Actively listens to the member's requests by acknowledging the situation and providing the member with a recap to demonstrate understanding.
Follows the departmental policies and procedures, particularly regarding member confidentiality and properly verifying the identity of each caller based on the information requested.
Assumes ownership on every member interaction to answer the member's question or solve the problem during the initial contact. When escalation is required to provide member resolution, the representative will accurately forward the call to the appropriate department, support member, or Contact Center Manager.
Accurately processes payments over the phone while maintaining member confidentiality and balancing system totals daily.

QUALIFICATIONS

Education/Certification:

High School Graduate or equivalent.

Required Knowledge:

General knowledge of Credit Union policies and procedures.

Basic understanding of loans, payment processing, and interest rates.

Experience Required:

A minimum of one year experience in Member Service at a full-service financial institution or Contact Center.

Skills/Abilities:

Excellent communication and public relations skills.

Ability to work well under pressure.

Ability to use a personal computer and related software applications including internet browsers, Microsoft Word, and/or Excel.

Solid math skills and bookkeeping abilities.

Kemba Credit Union jobs

Contact Center Representative