Member Contact Center Processing Coordinator

Credit Union West • Glendale, AZ

3d

About The Position

Enhances the quality of life for our members by embracing the organization’s mission and core values through accurate and timely mail processing. This behind-the-scenes position plays a vital role in supporting an industry-leading member service experience by ensuring the secure handling of mailed transactions, loan payoffs, and returned correspondence. Maintains the integrity of member records through precise updates and contributes to overall member satisfaction by upholding the reliability and trustworthiness of our mailed communications and records management. On occasion, they assist with basic call support during peak times to ensure the contact center continues to deliver best-in-class member service.

Requirements

• High school diploma or G.E.D.
• 0-1 years of customer service experience, preferable in retail, call centers and/or financial services.
• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti- Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Responsibilities

• Mail Processing Activities – Efficiently and accurately processes a high volume of incoming mailed transactions, including consumer loan payoffs, in a timely and detail-oriented manner. Reviews and sorts returned mail, updating member account records to ensure accuracy and reduce future delivery issues. Uses sound judgment in processing deposits, including placing appropriate check holds to protect the member and credit union. Supports departmental operations by meeting key performance metrics related to transaction turnaround times, accuracy, and internal service expectations. Manages daily outgoing mail for the department with attention to detail and timeliness.
• Digital & Call Support – Contacts members as needed and promote the use of digital delivery options for deposits and payments.  Assists members through digital channels such as secure messaging and email, ensuring professional and responsive communication with regular follow-up to strengthen member relationships and encourage ongoing digital engagement. Provides basic call support during peak periods, assisting members with routine inquiries and transactions to help maintain best-in-class service standards.
• Administrative Support – Updates member account records based on correspondence received, ensuring information is current and complete. Carries out responsibilities in a professional, efficient manner while ensuring all updates and documentation are properly recorded within applicable credit union systems. Complete queued work in the CRM system and other clerical tasks to enhance operational capacity and member service delivery.
• Performs other duties as assigned.

Benefits

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

What This Job Offers

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