Hybrid Member Experience Specialist – Digital Banking Support

Coastal Credit Union; Raleigh (NC); Hybrid; USD 35,000 - 52,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC offers a Contact Center Specialist role focusing on tier-two member service. You will handle phone, secure messaging, chat, and email interactions, resolving inquiries and processing service requests after training in our Raleigh office.

The position requires strong customer service in a financial setting, with multi-channel support and a commitment to accurate, professional member experiences. A hybrid schedule may apply after the training period.

Qualifications

• Three years of customer service experience in a financial environment is required.
• Experience handling multiple systems and communication channels is preferred.

Responsibilities

• Handle inbound/outbound member interactions via phone, secure messaging, email, chat and other channels.
• Research and resolve member inquiries related to accounts, digital banking, payments, cards and servicing.
• Process account maintenance and service requests accurately in line with procedures.
• Educate members on Coastal products and digital tools and document interactions in CRM.
• Collaborate with teams to address complex inquiries and improve service quality.

Skills

Customer service

Multichannel support

Financial services knowledge

Education

High school diploma

Tools

CRM software

Job description

Coastal Federal Credit Union in Raleigh, NC offers a Contact Center Specialist role focusing on tier-two member service. You will handle phone, secure messaging, chat, and email interactions, resolving inquiries and processing service requests after training in our Raleigh office.

The position requires strong customer service in a financial setting, with multi-channel support and a commitment to accurate, professional member experiences. A hybrid schedule may apply after the training period.