Contact Center Specialist

CUAnswers • Kentwood, MI

23h • Onsite

About The Position

The Contact Center Specialist provides phone support to credit union members during their core conversion. The role handles inbound calls for basic needs, including balance inquiries and online banking login assistance, and works with management to resolve inquiries beyond the specialist’s guidelines. The specialist may also support the LenderVP Collections Services department by contacting delinquent borrowers, identifying the cause of delinquency, and helping create a plan to bring accounts current. The conversion call center also conducts campaigns to inform credit union clients about products, services, and upcoming events.

CUAnswers is a Credit Union Service Organization (CUSO) owned by the credit union clients it serves. It provides technology and operational solutions to help credit unions serve members and compete in the financial services industry.

The position is based in a professional office building setting. Duties regularly involve sitting, communicating, and using a computer and telephone. CUAnswers states that it will reasonably accommodate qualified employees with physical aspects of the position.

Requirements

• High school graduate, GED, or equivalent work experience; equivalent experience is 1–2 years of prior office experience focused on administration or customer service. A high school student actively pursuing a degree may also be considered.
• Availability to work flexible hours.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to use discretion when handling sensitive or confidential data.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work in a customer-service-based team environment to meet department goals.
• Ability to work with external clients and internal staff, including other CUAnswers teams.
• Excellent attention to detail and accuracy.
• Ability to operate a telephone, photocopier, fax machine, and PC workstation.
• Regular and predictable attendance.
• Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.

Nice To Haves

• Prior customer service experience is preferred.

Responsibilities

• Provide exemplary customer service and phone support.
• Assist newly converting members with conversion needs, including balance inquiries and online banking support.
• Make outbound calls to inform credit union clients about products and services based on assigned campaigns.
• Assist the Collections team as needed, including contacting delinquent borrowers and working with members on plans to bring accounts current.
• Work with management to continually improve workflow.
• Perform additional duties as assigned to support organizational goals and evolving business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED