Contact Center Coordinator

Profed-Federal-Credit-Union; Fort Wayne (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Profed-Federal-Credit-Union in Fort Wayne, IN seeks a dedicated professional to assist the Contact Center staff with incoming member inquiries, Online Banking support, and secure chat/email responses. The role also aids VTM Service with transactions and provides a range of member services.

You will help with staff training, scheduling coordination, and ongoing operational guidance to improve efficiency. This position emphasizes accurate documentation, professional communication, and reliable

Qualifications

• Efficient, well-organized with in-depth knowledge of credit union services and products.
• Comfort with new technology and smartphone apps; strong troubleshooting and analytical skills.
• Sound judgment and professionalism in daily transactions.
• Ability to multitask, maintain detailed documentation, and perform mathematical computations.

Responsibilities

• Assist Contact Center with telephone inquiries, Online Banking, Bill Pay, and app support.
• Provide transaction processing support and member services.
• Coordinate and participate in staff training and coverage.
• Manage Contact Us & Eltropy inboxes.
• Assist in maintenance of reports and KPI analysis.
• Attend staff meetings and training sessions.
• Support process improvements as skills expand.
• Adhere to policies; other duties as assigned.

Skills

Organizational skills

Analytical skills

Troubleshooting

Documentation

Mathematical ability

Job description

Description

POSITION SUMMARY

Primarily responsible for assisting Contact Center staff with incoming member telephone inquiries, requests, and transfers, providing Online Banking support, and responding to members through email or Secure Chat applications. Assists VTM Service staff with processing member transactions and providing a variety of member services in an accurate, efficient, and courteous manner. Provides assistance to the Contact Center team with member research and the coordination and completion of special projects. Assist AVP/Contact Center with all aspects of effective Contact Center operations, team training, and guidance.

QUALIFICATIONS

Requires an efficient and well-organized individual with in-depth experience and diversified knowledge of credit union services and products. Must easily embrace new technology, developing familiarity with computer programs, smartphone technology, and apps, and possess troubleshooting and analytical skills. Must display sound judgment and professionalism in performing daily business transactions and activities. Ability to multitask, complete detailed documentation, and perform mathematical computation is required.

PHYSICAL REQUIREMENTS

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to sit and stand for prolonged periods.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide assistance to the Contact Center team as needed with all aspects of telephone communication, Online Banking, Bill Pay, Mobile and Tablet App support, and transaction processing support.
• Responsible for new hire Contact Center training and assisting with ongoing team training
• Manage Contact Us & Eltropy inboxes
• Coordinate Contact Center staff scheduling and coverage
• Ensure effective Contact Center operations and communicate all necessary details to AVP/Contact Center
• As needed and assigned: assist in the maintenance of assigned reports and statistics, the auditing of Chat/Text performance and transcripts, and the analysis of KPI’s
• Attend all required staff meetings and training sessions
• Expanded responsibilities as skills sharpen and experience grows
• Additional duties as assigned

ProFed is an EEO employer – M/F/Vets/Disabled