Contact Center Specialist

INOVA FEDERAL CREDIT UNION • Elkhart, IN

2d • Onsite

About The Position

INOVA Federal Credit Union is seeking a service-focused, motivated, and member-driven Contact Center Specialist to join our Member Service Center at our Corporate Office in Elkhart, Indiana. The Contact Center Specialist serves as a primary point of contact for members, providing exceptional service and personalized solutions through phone, voicemail, and other communication channels. This position is an excellent opportunity for someone who enjoys helping others, solving problems, building relationships, and creating positive member experiences. The ideal candidate will be comfortable communicating with members, learning financial products and services, and using technology to help members find convenient solutions to their financial needs. The Contact Center Specialist plays an important role in improving the financial well-being of our members by answering questions, resolving account and service issues, providing guidance on credit union products and services, and educating members on digital banking and self-service resources.

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 establish 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 membership with the credit union, 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 other member-facing role preferred.
• Previous experience in banking, financial services, contact center, call center, or a similar environment is a plus.

Responsibilities

• Serve as a primary point of contact for members by responding to inbound and outbound phone calls, voicemails, and other communication channels.
• Provide exceptional member service by listening to member needs, answering questions, and providing timely and personalized solutions.
• Assist members with account-related 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 regarding credit union products, services, policies, procedures, and account requirements.
• Educate members on digital banking, mobile banking, online services, debit cards, and other self-service tools.
• Identify opportunities to recommend appropriate products and services that support members' financial goals and strengthen member relationships.
• Assist members in understanding and utilizing available financial products and services.
• Maintain a high level of accuracy, quality, professionalism, and responsiveness during every member interaction.
• Manage multiple conversations, tasks, and follow-up activities while maintaining attention to detail.
• Meet established service, quality, productivity, and member experience goals.
• Work collaboratively with branch teams and other departments to resolve member concerns and provide seamless service.
• Maintain confidentiality and follow all 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 responsibilities as assigned.

Benefits

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off and paid holidays
• Tuition reimbursement
• Professional development opportunities
• Career advancement opportunities
• A collaborative, people-first culture
• The opportunity to make a meaningful impact on our members and organization

What This Job Offers

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