Contact Center Specialist

Arbor Financial Credit Union • Kalamazoo, MI

6h • Hybrid

About The Position

The Contact Center Specialist serves as the first point of contact for members, providing support across phone, email, and digital channels for card services, lending, and account transactions. This role combines professional call center experience with proactive relationship-building to resolve inquiries, promote financial wellbeing, and ensure member satisfaction.

Requirements

• High school diploma or equivalent
• 6 – 12 months customer service experience
• Strong attention to detail, organizational, problem-solving skills, communication, and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency in basic computer operation
• Professionalism in conduct, communication, and appearance
• Ability to be bonded

Nice To Haves

• College degree
• Call center experience
• Financial institution and consumer lending experience
• Familiarity with Fiserv DNA
• Proficiency in MS 365

Responsibilities

• Manage inbound communications via phone, email, and digital channels
• Investigate and resolve member inquiries related to accounts, services, and digital banking and assist with appointment scheduling.
• Provide card services support (troubleshooting, disputes, new cards, digital wallet enrollment, etc.) answer loan questions, process payments, sending payoff quotes and lien releases
• Accurately process account transactions
• Build relationships with members, identify financial needs, and recommend suitable products/services
• Monitor for and mitigate potential fraud to ensure regulatory/policy compliance

Benefits

• Hybrid work schedule (2 days remote)
• Paid vacation, personal, sick, holiday, volunteer & birthday time off
• 401(k) with 6% match and 4% profit-sharing contribution
• Top-notch health insurance, dental, and vision
• HSA, Flexible spending plans, life insurance, and short-term/long-term disability coverage
• Employee Assistance Program to prioritize your wellbeing
• Loan and mortgage discounts + higher rates for savings products

What This Job Offers

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