Contact Center Specialist

ABNB Federal Credit Union; Chesapeake (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off (PTO)

11 paid holidays

401(k) match up to 4% + 2% future vest

Disability and life/AD&D coverage

Tuition reimbursement

Career growth & annual raises

Community involvement opportunities

Employee-centric culture

Job summary

ABNB Federal Credit Union in Virginia looks for a Contact Center Specialist to support members via phone, chat, and email. You will process online banking requests, assist with account openings, and promote products and services while maintaining high service quality and confidentiality. On-site role with growth opportunities.

Qualifications

• High school diploma or GED required; college courses are a plus.
• 1–3 years of related experience; familiarity with Windows-based computers and software.
• Strong interpersonal skills for confidential, diplomatic communication.
• Ability to multi-task, use email, chat, and phone professionally.
• Experience with Microsoft Office Suite and online banking software preferred.

Responsibilities

• Handle inbound and outbound member inquiries via phone, chat, and email.
• Process online banking requests and account openings accurately.
• Educate members on products and services to meet financial goals.
• Provide timely, high-quality service and resolve issues on first contact when possible.
• Escalate complex cases to management with recommended solutions.

Skills

Customer service

MS Office

Online banking

Communication

De-escalation

Education

HS diploma or GED

Tools

Windows

Outlook

Teams

Word

Excel

PowerPoint

SharePoint

Job description

Description

ABNB Federal Credit Union is dedicated to being the best place you will ever work, starting with our comprehensive employee benefits package, which features affordable medical, dental, and vision plans to support your well‑being and future growth in addition to:

• Paid time off that begins accruing on your first day
• Enjoy 11 paid federal holidays each year, giving you more time to relax and recharge
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company‑paid short‑term, long‑term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit which reflects our investment in your future
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities offer rewarding chances to network, make a positive impact, and get involved in meaningful local initiatives
• A supportive environment which fosters an employee‑centric workplace where growth and member relationships are prioritized

Description

ABNB Federal Credit Union is dedicated to being the best place you will ever work, starting with our comprehensive employee benefits package, which features affordable medical, dental, and vision plans to support your well‑being and future growth in addition to:

• Paid time off that begins accruing on your first day
• Enjoy 11 paid federal holidays each year, giving you more time to relax and recharge
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company‑paid short‑term, long‑term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit which reflects our investment in your future
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities offer rewarding chances to network, make a positive impact, and get involved in meaningful local initiatives
• A supportive environment which fosters an employee‑centric workplace where growth and member relationships are prioritized

The Contact Center Specialist is responsible for all activities to support members; including but not limited to online banking message centre, online account opening, chat, e‑mail, faxes, both inbound and outbound member phone calls, etc. Accurately and effectively process service requests received through remote channels. Develops new business opportunities through outbound calling and digital messaging by proactively making product and service recommendations.

Key Responsibilities

• Performs daily operational responsibilities within the Contact Center. Effectively and efficiently practices first‑touch resolution in researching, processing, and responding to service requests through all inbound calls and digital channels. Utilises policies and procedures, resources, and product guides to deliver accurate responses in all remote channels. Identifies financial service needs and educates members on the best options and finds solutions to meet financial objectives and goals. Ability to work independently and meet all goals and responsibilities with minimal supervision. Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management.
• Assists with members to de‑escalate and resolve problems. Is a subject‑matter expert in inbound member calls and digital channels, provides support including member troubleshooting and effectively communicates, verbally and in writing, technical solutions in non‑technical terms.
• Meets all member expectations as well as assigned quality and productivity goals.
• Proactively looks for ways to solve and improve remote channel processes, reporting any inefficiencies for improved member experience. Collaborates with other support departments and or with 3rd party vendors, developing constructive cooperative relationships.
• Assists in all department tasks as needed.
• Performs other job‑related duties as assigned.

Requirements

• Education: A high school education or GED; additional college courses or continuing education preferred.
• Experience: One to three years of similar or related experience. Familiarity with windows‑based computer equipment and software is required. Previous experience with Microsoft Office Suite and online banking software applications is preferred.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first‑level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. A passion for technology and training/educating people around technology is desired.
• Other Skills: 1. Must have ability to multi‑task time management and organisational abilities. 2. Ability to communicate in a polite and professional manner utilising technology to include but not limited to email, online chat and by phone. 3. Ability to resolve conflict using de‑escalation and critical thinking skills. 4. Ability to effectively access and interpret information on computer screens, documents, and reports. 5. General knowledge of computer equipment and related software. Experience with Microsoft Suite is desired (Outlook, Teams, Word, Excel, PowerPoint, & SharePoint). 6. Ability to effectively troubleshoot computer related issues.
• Physical Requirements: Qualifications include sitting at a computer for extended periods of time and wearing a headset; and being able to lift/carry up to 10 pounds.
• Work Environment: In Office

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by applicable law.