Contact Center Representative in Bedford, Indiana at Hoosier Hills Credit Union

• Uphold HHCU's mission: "To be better for our members by making a positive difference in their lives and the communities we serve."
• Provide exceptional service through friendly, informative, and solution-oriented communication.
• Take ownership of member needs and provide follow-through until resolution.
• Build strong relationships by understanding and anticipating member goals.
• Collaborate across departments to support the full range of member services.

• Assist members with account transactions, maintenance requests, inquiries, new account applications questions, and loan applications questions.
• Recommend products and services that align with member needs and financial goals.
• Maintain professionalism and act in the best interest of the member and the Credit Union at all times.
• Achieve sales and service goals through proactive conversations and relationship-based cross-selling.

• Handle member requests via phone and written communications with accuracy and efficiency.
• Maintain and manage inboxes and internal routing of communication.
• Support consumer loan processing assisting members within established lending guidelines.
• Accurately process transactions while ensuring adherence to policies, procedures, and security standards.

• Communicate proactively with team members and supervisors regarding updates, opportunities, and challenges.
• Share ideas for process improvements and participate in team-driven solutions.
• Attend team meetings, events, and training sessions to support individual and team development.
• Assist with service center needs and functions, including occasional teller or member service tasks, as needed.

• High school diploma or equivalent required.
• 1-2 years of experience in a retail, customer service, or member service environment.
• Experience in a contact center or phone-based service role preferred.
• Familiarity with lending practices and loan application processes is a plus.

• Excellent oral and written communication skills with a friendly, professional demeanor.
• Strong multitasking abilities, including assisting members while navigating multiple systems and documentation requirements.
• Working knowledge of credit union products, services, and member engagement standards.
• Commitment to meeting sales and service goals in a supportive, team-focused environment.
• Ability to analyze information and exercise sound judgment in decision-making.
• Strong organizational skills with attention to detail and accuracy.
• Ability to learn new systems, adapt to change, and work effectively in a fast-paced environment.

PM19