Chatbot Specialist

Coastal Federal Credit Union; Raleigh (NC); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC, is seeking a Chatbot Specialist to own the chatbot operations, knowledge base, and interdepartmental collaboration. You will drive end-to-end lifecycle, handle content updates, testing, releases, and liaison with vendors and contact centers to ensure accurate member experiences.

You'll lead semi-annual intent reviews, analyze chat data, and implement improvements across channels.

Qualifications

• Two years of experience in high-volume customer service, digital service support, QA, contact center or related financial services operations.
• Experience with chatbot or conversational AI operations, including intent design or review, content and workflow updates, and release or testing coordination.
• Reviewing chat interactions, chatbot content, knowledge articles, digital member journeys or member-facing service workflows to identify friction points and improvement opportunities.
• Partnering with external vendors to manage service delivery, resolve issues and keep operational processes running efficiently.
• Collaborating across departments and supporting enterprise projects or cross-functional initiatives.

Responsibilities

• End-to-end chatbot operations management from configuration to maintenance, ensuring reliability and efficiency.
• Own chatbot knowledge base content and updates.
• Establish procedures and escalation paths for smooth handoffs to live chat and contact centers.
• Lead semi-annual chat intent reviews and implement updates based on member needs.
• Collaborate with internal departments to align chatbot responses with products, policies and procedures.

Skills

Chatbot operations

Content maintenance

Cross-department collaboration

Vendor coordination

Training

Education

Bachelor's degree

Experience in lieu of degree

Job description

Job Title: Chatbot Specialist

Position Location: Raleigh, NC. Hybrid Position, must live locally.

Job Summary:

The Chatbot Specialist serves as the subject matter expert and operational owner for the chatbot, managing its day-to-day operations from end to end to improve the member experience across chat and chatbot channels. This role partners with all internal departments and supports enterprise projects that affect chat and chatbot content, workflows and member journeys. The Chatbot Specialist conducts semi-annual chat intent reviews, analyzes chat interactions and digital service trends, and optimizes workflows and knowledge content to support consistency, accuracy and quality in digital service delivery. The role also partners with the chatbot vendor to ensure operational processes, releases and issue resolution flow correctly and efficiently, and acts as a liaison between internal teams, vendors and contact center partners while supporting training and onboarding that strengthens organizational capability in digital member service channels.

As a key contributor to the Coastal team, your responsibilities will be:

• (30%) End-to-end chatbot operations management:
  • Manage the chatbot's operational lifecycle from end to end, including configuration, content and workflow updates, testing, release coordination, performance monitoring and ongoing maintenance, to ensure the chatbot runs accurately, reliably and efficiently.
  • Own the creation, organization and ongoing maintenance of the chatbot knowledge base, including developing and updating content, identifying knowledge gaps, and ensuring information remains accurate, relevant and aligned with member needs and business processes.
  • Establish and maintain operational procedures, documentation and escalation paths that support consistent chatbot performance and smooth handoffs to live chat and contact center teams.
• (25%) Chat analytics and semi-annual chat intent reviews:
  • Lead semi-annual chat intent reviews to evaluate intent accuracy, coverage, containment and gaps, and recommend and implement intent updates, new intents and retirements based on member needs and business priorities.
  • Analyze chat interactions, member inquiry trends and performance data to identify friction points, service gaps and improvement opportunities, and report findings and recommendations to leadership and business units to improve accuracy, timeliness, resolution speed, member experience and operational efficiency.
• (20%) Cross-team collaboration and enterprise project support:
  • Collaborate with all internal departments to align chatbot responses, content and workflows with current products, services, policies and procedures, and to recommend process and workflow improvements.
  • Represent chat and chatbot operations on enterprise projects, assessing impacts, providing operational guidance, and coordinating updates and communications so that initiatives are reflected accurately in digital service channels.
  • Serve as the internal partner and point of contact for chat‑related inquiries, guiding departments, troubleshooting issues and staying engaged through follow‑up until each issue is fully resolved.
• (15%) Chatbot vendor partnership:
  • Partner with the chatbot vendor to ensure operational aspects flow correctly and efficiently, including release and enhancement planning, issue escalation and resolution, service levels, and ongoing platform performance.
  • Serve as the primary operational liaison between the credit union and the vendor, holding regular check‑ins, communicating business needs and priorities, and tracking vendor deliverables and follow‑up to completion.
• (10%) Knowledge content management and training:
  • Maintain enterprise knowledge content used by the internal contact center and external co‑op partners to ensure consistent, accurate and current member information across all channels, and train new Member Experience team members on chat engagement and best practices to ensure department bench strength.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Two years of experience in high-volume customer service, digital service support, quality assurance, contact center or related financial services operations.
• Experience with the following:
  • Managing or supporting chatbot or conversational AI operations, including intent design or review, content and workflow updates, and release or testing coordination.
  • Reviewing chat interactions, chatbot content, knowledge articles, digital member journeys or member-facing service workflows to identify friction points and improvement opportunities.
  • Partnering with external vendors to manage service delivery, resolve issues and keep operational processes running efficiently.
  • Collaborating across departments and supporting enterprise projects or cross-functional initiatives.

Education:

• Bachelor's degree in a related field or four years of additional experience in lieu of degree

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis.

Deadline for Application:

All resumes must be received on or before 11/16/2026.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at [e-mail]. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans