Contact Center Operations Coordinator

ProFed Credit Union; Fort Wayne, Northern (IN, KY); Hybride; USD 36 000 - 54 000; Plein temps

Avantages offerts par ce poste

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Résumé du poste

ProFed Credit Union is seeking an experienced Contact Center support specialist in Fort Wayne, IN to assist staff with telephone inquiries, Online Banking support, and email/secure chat responses. You will help with transactions, train new hires, and manage inboxes while coordinating scheduling and supporting AVP/Contact Center.

The role emphasizes accuracy, courtesy, and efficient problem resolution across multiple member services channels, with expanded duties as skills grow.

Qualifications

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

Responsabilités

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

Description du poste

ProFed Credit Union is seeking an experienced Contact Center support specialist in Fort Wayne, IN to assist staff with telephone inquiries, Online Banking support, and email/secure chat responses. You will help with transactions, train new hires, and manage inboxes while coordinating scheduling and supporting AVP/Contact Center.

The role emphasizes accuracy, courtesy, and efficient problem resolution across multiple member services channels, with expanded duties as skills grow.