Contact Center Specialist

CU*Answers; Grand Rapids (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

CU*Answers is seeking a Contact Center Specialist to assist credit union members with account questions, online banking support, and system conversions. You’ll help solve problems, provide friendly service, and protect member privacy while working with a trusted team.

Responsibilities include handling calls, guiding members through changes, outbound information sharing, occasional collections support, and contributing to process improvements.

Qualifications

• High school diploma or equivalent.
• Strong communication and problem-solving abilities.
• Willingness to work flexible hours and be part of a team.

Responsibilities

• Answer incoming calls with account questions and online banking support.
• Assist members during banking system changes with clear guidance.
• Make outbound calls to share information about products and events.
• Occasionally contact past-due accounts and assist in finding solutions.
• Collaborate with team and management to resolve issues and improve processes.
• Maintain confidentiality while delivering a positive customer experience.

Skills

Customer service

Communication

Multitasking

Microsoft Office

Education

High school diploma

Job description

Description

Are you someone who enjoys helping people, solving problems, and making a difference with every conversation? CU*Answers is looking for a Contact Center Specialist to join our team and provide exceptional support to credit union members across the country. In this role, you'll help members navigate changes to their banking systems, answer questions, troubleshoot common issues, and ensure they receive the assistance they need. You'll also support outreach campaigns and occasionally assist our Collections team. If you're a strong communicator, enjoy working with people, and are looking for an opportunity to grow your skills in the financial services industry, we'd like to hear from you.

What You'll Do

• Answer incoming calls from credit union members and assist with account questions, balance inquiries, and online banking support.
• Help members navigate banking system conversions by providing clear, friendly, and accurate assistance.
• Make outbound calls to share information about credit union products, services, and upcoming events.
• Occasionally assist the Collections team by contacting members regarding past-due accounts and helping identify solutions.
• Work closely with your team and management to resolve member concerns and improve processes.
• Provide a positive customer experience while maintaining accuracy and confidentiality.

What You Bring

• High school diploma, GED, or equivalent experience. Current high school students actively pursuing their diploma may also be considered.
• Strong communication skills and a genuine desire to help others.
• Ability to stay organized, pay attention to details, and handle multiple tasks.
• Basic proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Ability to handle confidential information professionally.
• Willingness to work flexible hours and contribute to a team environment.
• Previous customer service experience is preferred, but not required.

Why Join CU*Answers?

At CU*Answers, you'll be part of a team that helps credit unions serve their members every day. You'll gain valuable experience in financial services, develop your communication and problem-solving skills, and work alongside people who believe in teamwork, cooperation, and great customer service.

Ready to Get Started?

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*Answers is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.

Physical Demands: While performing the duties of this position, the employee is regularly required to sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

NOTICE

This job description is not intended to be, nor should be construed as a contract for employment. CU*Answers makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*Answers in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.