Contact Center Specialist

CU*Answers; Kentwood (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

CU*Answers is seeking a Contact Center Specialist to provide phone support to credit union members during core conversions. You will handle inbound calls for balance inquiries, online banking assistance, and basic account needs while collaborating with management to resolve issues beyond standard guidelines.

This role may also support the Lender VP Collections Services by making outbound calls to delinquent borrowers, helping them create plans to bring their accounts current, and participating

Qualifications

• High School Diploma or equivalent work experience; 1–2 years in admin or customer service is a plus.
• Able to work flexible hours.
• Proficient with Microsoft Office apps (Outlook, Word, Excel, PowerPoint).
• Discretion with confidential data and strong written/verbal communication.
• Prior customer service experience preferred.
• Works well in a team to meet department goals.

Responsibilities

• Exemplary customer service and phone support.
• Assist newly converting members with balance inquiries and online banking support.
• Initiate outbound calls to inform clients about products and services based on campaigns.
• Assist the Collections team as needed.
• Collaborate with management for workflow improvements.
• Perform other duties to support organizational goals.

Skills

Customer service

Phone support

Communication

Teamwork

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Word

Excel

PowerPoint

Job description

Description

The Conversion Call Center provides phone support to credit union members during their core conversion. As part of the call center, the Contact Center Specialist will receive inbound calls from members to assist with basic needs such as balance inquiries, online banking login assistance, etc. They will work with management to assist members in resolving inquiries beyond their outlined guidelines. On occasion, the Contact Center Specialist may also be tasked to provide support for the Lender*VP Collections Services department. This entails making outbound calls to delinquent borrowers to determine the cause of their delinquency and work with members to create a plan to bring them current with the goal to keep them current. This Lender*VP Conversion Call Center also does call campaigns to inform our credit union clients about different products and services we offer, and upcoming events they can join.

ESSENTIAL JOB FUNCTIONS

• Exemplary customer service and phone support.
• Assist newly converting members with conversion support needs including but not limited to: balance inquires and online banking support.
• Initiate outbound calls to inform the credit union client of different products and services we offer based on the assigned campaign.
• Assist the Collections team as needed.
• Work with the management team for continual improvement of workflow.
• Perform additional duties as assigned to support organizational goals and evolving business needs.

JOB REQUIREMENTS

• High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus in administration or customer service. Will consider a High School who is actively pursuing their degree.
• Be available to work flexible working hours.
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
• Ability to use discretion when dealing with sensitive or confidential data.
• Strong written, verbal and interpersonal communication skills.
• Prior customer service experience is preferred.
• Work well in a customer service-based team environment to meet department goals.
• Excellent verbal and written communication skills.
• Ability to deal with external clients as well as internal staff.
• Excellent attention to detail and accuracy.
• Ability to work effectively with other CU*Answers teams.
• Ability to operate telephone, photocopier, fax machines and PC workstation.
• Regular and predictable attendance.
• Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.

What is CU*Answers?

CU*Answers is a Credit Union Service Organization (CUSO) owned by the credit union clients we serve. We provide an integrated suite of technology and operational solutions that help credit unions serve their members and compete in an evolving financial services industry. Through initiatives like CU*PAY, we continue to invest in new solutions that give credit unions greater opportunities to control their technology, payments, and member experience.

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.