Contact Center Specialist

INOVA FEDERAL CREDIT UNION•Elkhart, IN

7d•Onsite

About The Position

INOVA Federal Credit Union is seeking a service-focused, motivated, and member-driven Contact Center Specialist for its Member Service Center at the Corporate Office in Elkhart, Indiana. The role is a primary point of contact for members, providing service and personalized solutions through phone, voicemail, and other communication channels. The specialist answers questions, resolves account and service issues, provides guidance on credit union products and services, and educates members about digital banking and self-service resources to support their financial well-being. This is a full-time position on the Member Service Center team. The standard schedule is Monday through Friday, with occasional Saturdays as needed. Employees may occasionally be scheduled before opening or after closing to assist with department operations. The role offers competitive compensation, a comprehensive benefits package, and opportunities for professional growth and career advancement.

Requirements

High school diploma or equivalent required.
Exceptional customer service and relationship-building skills.
Strong verbal and written communication skills.
Ability to explain financial products, services, and processes clearly and professionally.
Strong active listening and problem-solving skills.
Ability to build trust and positive relationships through phone, email, online messaging, and other digital communication channels.
Ability to manage multiple conversations and tasks simultaneously while maintaining quality and accuracy.
Strong organizational and time management skills.
Ability to learn and navigate multiple computer systems and technology platforms.
Strong attention to detail and commitment to accuracy.
Ability to make sound decisions and use good judgment when assisting members.
Positive attitude and passion for helping members achieve financial success.
Ability to work independently while contributing to a collaborative team environment.
Applicants must be legally authorized to work in the United States.
Employees are expected to maintain eligibility for credit union membership, including opening and maintaining the required membership savings account.

Nice To Haves

Bachelor’s degree in Business, Finance, Communications, or a related field preferred.
1–3 years of experience in a financial institution, customer service, sales, or another member-facing role preferred.
Previous experience in banking, financial services, a contact center, a call center, or a similar environment is a plus.

Responsibilities

Respond to inbound and outbound phone calls, voicemails, and other member communications as a primary point of contact.
Listen to members, answer questions, and provide timely, personalized service and solutions.
Assist members with account questions, service requests, account maintenance, and routine transactions.
Research, troubleshoot, and resolve routine and complex member concerns, including account and digital banking issues.
Provide accurate information about credit union products, services, policies, procedures, and account requirements.
Educate members about digital banking, mobile banking, online services, debit cards, and other self-service tools.
Recommend appropriate products and services that support members’ financial goals and strengthen relationships.
Help members understand and use available financial products and services.
Maintain accuracy, quality, professionalism, and responsiveness during member interactions.
Manage multiple conversations, tasks, and follow-ups while maintaining attention to detail.
Meet established service, quality, productivity, and member experience goals.
Collaborate with branch teams and other departments to resolve concerns and provide seamless service.
Maintain confidentiality and follow credit union policies, procedures, and applicable regulatory requirements.
Participate in training and assist with training and development of new team members as needed.
Support credit union initiatives, special projects, and other assigned responsibilities.