Contact Center Representative

Description

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 60 years. The mission of Del-One focuses on helping members to live a better financial life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with 12 branch locations throughout Delaware. It is a place where members are treated like family, are encouraged to discuss their goals and where they will receive assistance in creating and building their own financial success stories.  

Del-One is currently the largest credit union in the state and strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.  

POSITION PURPOSE

As the frontline of our member experience, the Contact Center Representative plays a critical role in delivering service that is consistent, efficient, and exceptional. This role goes beyond answering calls – it's about making every interaction an opportunity to build deeper relationships, uncover unperceived needs, and leave members feeling confident in Del-One as their trusted financial partner. Representatives demonstrate a proactive and intellectually curious approach to problem-solving, using internal resources, asking the right questions, and continuously improving how we do business and serve our members.

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

Assumes responsibility for the effective, consistent, and engaging delivery of Contact Center functions in a dynamic, member-first environment.

• Delivers high-quality service with accuracy, empathy, and efficiency in a fast-paced, high-volume environment resolving issues across a range of services including transactions, digital tools, and account opening and support.
• Manages member calls and inquiries using available resources to resolve issues, provide guidance, and support a positive member experience.
• Maintains knowledge of credit union policies, digital tools, and product offerings, staying current to support evolving member needs.
• Fosters relationships by recognizing opportunities to deepen engagement through education, recommendation of relevant products, and personalized service.
• Demonstrates intellectual curiosity by actively identifying process improvements and sharing feedback with leadership to enhance team performance and service delivery.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.  

Assumes responsibility for establishing and maintaining effective coordination and working relationships

with coworkers and with management.

• Assists Contact Center personnel as required. 
• Keeps supervisor informed of area activities and significant problems. 
• Completes required documents, reports and records accurately and promptly. 
• Attends and participates in meetings as required. 

Assumes responsibility for related duties as required or assigned.

• Assists other departments as necessary. 
• Assists in verifying accounts and other member correspondence. 
• Keeps work area clean, secure, and well maintained. 

PERFORMANCE MEASUREMENTS

1. Member interactions are handled consistently and professionally, reinforcing trust and satisfaction with every contact.
2. Relationships with members are strengthened through conversations that identify and meet both expressed and unperceived needs.
3. Calls are handled efficiently while maintaining accuracy and care by effectively using available tools and knowledge resources to address inquiries and improve outcomes.
4. Opportunities to improve processes or service are regularly identified and communicated to leadership.
5. Coordination and communication with teammates and management is effective and supportive.
6. Required documentation and records are accurate, complete, and timely.
7. The credit union’s reputation for innovation and excellence is reinforced through member experiences. 

QUALIFICATIONS

EDUCATION/CERTIFICATION: Associate’s degree in business or related field or equivalent experience

 REQUIRED KNOWLEDGE: 

• Understanding of related legal and regulatory requirements
•  Knowledge of accounting and lending
•  Knowledge of Credit Union products and services
•  Proficient in Microsoft applications and credit union systems

EXPERIENCE REQUIRED: Minimum 1 year related experience; preferably in a Credit Union or other financial institution experience

DESIRED SKILLS/ABILITIES: 

• Strong interpersonal and communication skills
• Able to take initiative and work independently
• Comfortable presenting to and guiding peers
• Flexible and organized with good time management
• Familiarity with Del-One products, services, and mission

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together 

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information 

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery 

PHYSICAL STRENGTH: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally 

WORKING CONDITIONS 

NONE: No hazardous or significantly unpleasant conditions 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables 

MATHEMATICS ABILITY: Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent

LANGUAGE ABILITY:

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation 
• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. 
• Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.