Contact Center Specialist

About the role

Assist members through telephone, email, or online chat by providing support and information about products or services, efficiently resolving inquiries, and ensuring a positive member experience.

Responsibilities

• Assist current and potential members with telephone requests, answering questions about products and services, resolving issues within authority through research, or referring problems beyond scope to a supervisor, and providing recommendations.
• Help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary.
• Maintain records in core systems and manage processing of electronic forms.
• Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
• Identify cross‑sell opportunities and cross‑sell services to members.
• Perform other job‑related duties as required or assigned.

Performance Measurements

• Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Efficiently address and resolve member requests and issues at first contact when possible.
• Process transactions accurately and use active listening to provide effective solutions.
• Proactively recommend beneficial products and services, such as eStatements and self‑serve options, to eligible members.
• Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering exceptional member experience.

Requirements

• One to three years of similar or related experience.
• High school education or GED.

Skills

• Strong interpersonal skills for first‑level conflict resolution, relationship building, and soliciting cooperation, with a high degree of confidentiality, diplomacy, and tact.
• Good listening and telephone skills.
• Ability to navigate multiple computer systems, operate a 10‑key calculator, computer keyboard, and multiple screens.
• Make decisions with minimal information.

Physical Requirements

• Light lifting required.

Preferred Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest.
• Team Player: Works well as a member of a group.
• Detail Oriented: Capable of carrying out tasks with all necessary details.
• Goal Completion: Inspired to perform well by the completion of tasks.
• Ability to Make an Impact: Inspired to perform well by contributing to the success of a project or the organization.
• Self‑Starter: Inspired to perform without outside help.