Contact Center Credit Card Representative - Colorado Springs, CO

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

This is an in-office position based out of Ent Credit Union Headquarters in Colorado Springs. This is not a fully remote eligible position.

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 Functions

• Member 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.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or equivalent.
• 2+ years' combined experience with inbound phone calls, retail sales, customer service, and/or financial services experience. Required

Technical or Specialized Knowledge/Skills:

• Customer Service Excellence
• Knowledge of Credit Union Products and Services
• Familiarity with Online and Mobile Banking Platforms
• Business Credit Card Products & Procedures
• Multitasking with Multiple Systems and Databases
• Organizational and Time Management Skills
• Typing and Computer Proficiency
• Communication Skills (Verbal and Written)
• Problem-Solving and Critical Thinking
• Compliance and Confidentiality Awareness
• Adaptability and Learning Agility

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing -
• Walking -
• Sitting -
• Lifting - (40 Lbs)
• Carrying -
• Pushing -
• Pulling -
• Balancing -
• Stooping -
• Kneeling -
• Crouching -
• Crawling -
• Reaching -
• Handling -
• Grasping -
• Feeling -
• Talking -
• Hearing -
• Repetitive Motions -
• Eye/Hand/Foot Coordination -
• Noises louder than normal speaking volume -
• Temperature Changes -
• Atmospheric Conditions -

Additional Information

The pay range for this position is: $22.62 to $25.82 per Hour (S12)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

Benefits Summary Sheet

At Ent Credit Union, we offer a comprehensive benefits package, including:

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.
  
  For more information about our outstanding benefits please visit our careers page at www.ent.com/careers.
  
  We anticipate this position to close on 08/20/2025. Please submit your application at your earliest convenience to be considered.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  
  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)