Member Experience Specialist — Contact Center

Inova-Federal-Credit-Union; Elkhart (IN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid time off and holidays

Tuition reimbursement

Professional development opportunities

Job summary

INOVA Federal Credit Union is seeking a Contact Center Specialist at its Elkhart Corporate Office. You will be the main touchpoint for members, answering questions, resolving issues, and guiding them through digital banking solutions.

The ideal candidate will enjoy helping members, communicating effectively, and building relationships. A high school diploma is required, with a preference for a related bachelor’s degree and 1–3 years in financial services or call center settings.

Qualifications

• Excellent customer service and relationship-building skills.
• Ability to explain financial products, services, and processes clearly.
• Experience in a financial institution or contact center is a plus.

Responsibilities

• Serve as a primary point of contact for members via phone, voicemail, and other channels.
• Provide accurate information on credit union products, services, policies, and requirements.
• Assist with account questions, service requests, maintenance, and routine transactions.
• Research and resolve routine and complex member concerns, including digital banking issues.
• Educate members on digital banking, mobile banking, and self-service tools.

Skills

Active listening

Verbal communication

Written communication

Problem solving

Relationship building

Multi-tasking

Team collaboration

Education

High school diploma or equivalent

Bachelor’s degree in Business, Finance, or Communications

Job description

INOVA Federal Credit Union is seeking a Contact Center Specialist at its Elkhart Corporate Office. You will be the main touchpoint for members, answering questions, resolving issues, and guiding them through digital banking solutions.

The ideal candidate will enjoy helping members, communicating effectively, and building relationships. A high school diploma is required, with a preference for a related bachelor’s degree and 1–3 years in financial services or call center settings.