Contact Center Advisor I

Thank you for your interest in a career with Centra. A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our communities. Centra was established in 1940 and is headquartered in Columbus, Indiana. Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States. Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY, and Whitakers, NC. Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in the achievement of results, and the opportunity for growth with the Centra Family. Credit Unions are Not for Profit, Not for Charity, But for Service. If these are the things that matter to you then please read on, we look forward to hearing from you. 

Centra Credit Union has an exciting opportunity for a Contact Center Advisor located in Columbus, Indiana. This position is responsible for engaging Members in meaningful conversations and advising on lending and financial products and services to create value.  A Contact Center Advisor will develop to a high level of competency in educating Team Members and Members and advising on financial solutions through products and services based upon Member needs and goals. To create Member value this position is interchangeable between performing the Contact Center and the Interactive Virtual roles. This position is actively involved in incoming/outbound Contact Center calls, live virtual interactions in adding value and executing on Centra Strategy while contributing to the safety and security of Centra and Members in compliance with policy and procedure.

The position has a Learning Path to develop and grow their skills while transitioning from a Contact Center Advisor I through Contact Center Advisor III role. Team Members can reside in a Contact Center Advisor III role or continue to pursue further development in Retail Operations or another career path.

At Centra, we approach compensation with care and integrity, ensuring our pay practices reflect local markets while honoring our commitment to our Team Members. The starting wage for this opportunity is $27.68 per hour.  Hourly compensation is just one part of our total rewards approach. Eligible positions also offer a comprehensive benefits package designed to support you and your family.

Spanish/English interpreters may be eligible for an interpreting differential.

ESSENTIAL FUNCTIONS: This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform. 

• Creates value by actively engaging Member during account transactions while educating and advising Members on Credit Union products and services. Transactions include deposits, withdrawals, transfers, and loan payments.

• Performs Member account maintenance, inbound/outbound contact to Members to respond to Member needs and build Member relationships through value added promotion of products and services and in support of the Member feedback program.

• Engages with Members in problem solving. Provides immediate thoughtful consultation for tailored solutions on Member specific issues. 

• Ensures financial literacy and applies expert knowledge on all products and services to assist Members. This includes troubleshooting Centra Phone, Website, Billpayer, Debit/Credit Cards issues, and Mobile Banking.

• Engages with each Member to provide education and referrals to other lines of business.

• Ensures own accountability for knowledge in lending products and services, problem solving and financial literacy to continually grow skills required for Member engagement. 

• Proactively engages in value creating initiatives and tactics set forth by Retail Leadership.

• Effectively uses non-video/non-call time to create value through Retail Operational needs.

• Engages in required Learning Path for continued development and growth and obtains Centra certification within the specified timeframes.

EDUCATION & EXPERIENCE – (Equivalent combination of Education & Experience will be considered.)

• High School Diploma or General Education Diploma (GED)
• A minimum of one year up to three years of similar or related experience, including preparatory experience.

Centra is an Equal Opportunity Employer.