Contact Center Specialist

CU Answers • Grand Rapids, MI

2d • Onsite

About The Position

CUAnswers is seeking a Contact Center Specialist to support credit union members across the country. The role helps members navigate banking system changes, answers questions, troubleshoots common issues, and provides assistance with account and online banking needs. It also includes outreach calls about credit union products, services, and events, and occasional support for the Collections team. The position offers experience in financial services and emphasizes teamwork, cooperation, and customer service.

The role is based in a professional office building setting. Employees regularly sit, talk, hear, use their hands and fingers to operate a computer and telephone, and need normal-range vision and manual dexterity for using a keyboard and mouse. CUAnswers states that it will reasonably accommodate qualified applicants and employees with disabilities unless doing so would cause undue hardship.

Requirements

• High school diploma, GED, or equivalent experience; current high school students actively pursuing a diploma may also be considered.
• Strong communication skills and a genuine desire to help others.
• Ability to stay organized, pay attention to details, and handle multiple tasks.
• Basic proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to handle confidential information professionally.
• Willingness to work flexible hours and contribute to a team environment.
• Regularly sit, talk, hear, use hands and fingers to operate a computer and telephone; have normal-range vision and manual dexterity to operate a keyboard and mouse.

Nice To Haves

• Previous customer service experience is preferred, but not required.

Responsibilities

• Answer incoming calls from credit union members and assist with account questions, balance inquiries, and online banking support.
• Help members navigate banking system conversions by providing clear, friendly, and accurate assistance.
• Make outbound calls to share information about credit union products, services, and upcoming events.
• Occasionally contact members regarding past-due accounts and help identify solutions in support of the Collections team.
• Work with the team and management to resolve member concerns and improve processes.
• Provide a positive customer experience while maintaining accuracy and confidentiality.
• Communicate effectively, verbally and in writing, with superiors, colleagues, and individuals inside and outside the company.

What This Job Offers

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