Contact Center Ops & Training 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

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