Member Experience & Digital Banking Specialist I

Carolinas Telco Federal Credit Union; Charlotte (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Carolinas Telco Federal Credit Union is seeking a Contact Center Specialist I to deliver exceptional member service via phone, email, chat, and other channels. You will identify member needs, provide accurate information, and offer personalized solutions while adhering to security protocols.

Ideal candidates communicate clearly, multitask across systems, and maintain confidentiality. This non-exempt, on-site role reports to the Contact Center Manager and supports daily operations with a focus on

Qualifications

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Ability to type, navigate multiple systems, and multitask while assisting members.
• Maintain confidentiality and follow security procedures.

Responsibilities

• Serve as the first point of contact for members via phone, email, chat and other channels.
• Provide accurate information and personalized solutions regarding products and policies.
• Research and resolve member inquiries and basic account issues.
• Document interactions and maintain records per guidelines.
• Meet production standards including handle time and call metrics.
• Stay current on CTFCU products and verify member identity to prevent fraud.

Skills

Customer service

Communication

Active listening

Teamwork

Security awareness

Education

High school diploma

Job description

Carolinas Telco Federal Credit Union is seeking a Contact Center Specialist I to deliver exceptional member service via phone, email, chat, and other channels. You will identify member needs, provide accurate information, and offer personalized solutions while adhering to security protocols.

Ideal candidates communicate clearly, multitask across systems, and maintain confidentiality. This non-exempt, on-site role reports to the Contact Center Manager and supports daily operations with a focus on