Contact Center Operations & Training Specialist

Profed-Federal-Credit-Union; Fort Wayne (IN); On-site; USD 35,000 - 52,000; Full time

Job summary

ProFed Federal Credit Union in Fort Wayne, IN, seeks an organized member service professional to assist the Contact Center with telephone inquiries, Online Banking, and email or Secure Chat responses. You will support transaction processing and help field member requests with courtesy and accuracy.

You will train new hires, manage Contact Us & Eltropy inboxes, coordinate scheduling, and report on KPI performance.

Responsibilities

• Provide assistance to the Contact Center team with telephone, Online Banking, Bill Pay, and app support.
• 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, the auditing of Chat/Text performance and transcripts, and the analysis of KPI’s.
• Attend required staff meetings and trainings.
• Expanded responsibilities as skills sharpen and experience grows.
• Additional duties as assigned.

Job description

ProFed Federal Credit Union in Fort Wayne, IN, seeks an organized member service professional to assist the Contact Center with telephone inquiries, Online Banking, and email or Secure Chat responses. You will support transaction processing and help field member requests with courtesy and accuracy.

You will train new hires, manage Contact Us & Eltropy inboxes, coordinate scheduling, and report on KPI performance.