Contact Center Agent Full-Time - Pocatello Area

Posted Date 2 months ago(11/17/2021 5:23 PM)
Job ID
4400 Central Way
# of Openings
Member Contact Center/Customer Service
Postal Code


Idaho Central Credit Union is a dynamic financial institution that is focused on helping our members achieve financial success. Established in 1940, we have become the largest and fastest growing financial institution in the State of Idaho. Idaho Central was voted a Best Place to Work in Idaho. ICCU has also been named a top-performing credit union in the nation by S&P Global Market Intelligence.  We are a talent-based organization looking for talented individuals to help our members achieve financial success. 


The Member Contact Center Agent is responsible for establishing a positive relationship with each member. Quickly and efficiently identifying member needs and provide first-contact resolution. They must be capable of delivering world-class service to our members while showing empathy, accuracy, and problem-solving skills. 




  1. Promote a positive and professional environment based on Idaho Central Credit Union’s core values
  2. Answer telephone phone calls and meet performance metrics
  3. Actively listen and suggest solutions to members’ financial needs
  4. Use resources to resolve inquiries on the first contact
  5. Provide excellent member services by showing empathy, actively listening, and building rapport
  6. Educate members on Credit Union services and products
  7. Complete accurate case notes of member interactions and call history
  8. Ability to meet performance objectives
  9. Ability to follow procedures, policies, and regulations
  10. Miscellaneous other duties, as assigned



  • High school graduate or GED
  • 0 - 3 years’ experience required
  • Ability to maintain member satisfaction
  • Ability to effectively work and communicate with members and team members alike
  • Ability to cope with pressured situations
  • Ability to maintain the confidentiality of Credit Union records at all times
  • A demonstrated cooperative and positive attitude toward members and other Credit Union staff
  • Uphold company core values on a daily basis
  • Maintain a forward thinking team mentality in each decision made
  • Professional in appearance, attendance, quality, and quantity of work performed
  • Ability to work under pressure and through conflicting situations
  • Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union
  • Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.)
  • Sit for extended periods of time
  • Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc. Repetitive motion using wrists, hands, and fingers. Reach keyboards. Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.)


  • Awesome culture
  • Great medical, dental, and vision insurance
  • Employee wellness program
  • Matching 401k and pension
  • Paid time off and paid holidays
  • Great opportunities for career growth
  • Tuition reimbursement
  • Swag
  • And more


Must be eligible for membership at Idaho Central Credit Union to obtain employment. 



Idaho Central Credit Union is an equal opportunity employer. ICCU provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, gender information, marital status or veteran status.

(Keywords: Call Center, Banking, Bank, Finance, customer service, Sales) 



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