Member Experience Specialist – Financial Services

INOVA Federal Credit Union; Elkhart (IN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Time Off

Paid Holidays

Tuition Reimbursement

Professional Development

Career Growth

Collaborative Culture

Job summary

INOVA Federal Credit Union in Elkhart, IN is seeking a Contact Center Specialist to join our Member Service Center at the Corporate Office. You will handle member inquiries via phone, voicemail, and digital channels, delivering personalized solutions and guidance on banking products and services, while maintaining accuracy and confidentiality.

The ideal candidate demonstrates exceptional customer service, problem-solving, and relationship-building skills, thrives in a fast-paced environment, and

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in Business, Finance, Communications, or a related field preferred.
• 1–3 years of experience in a financial institution, customer service, sales, or other member-facing role preferred.
• Previous experience in banking, financial services, contact center, call center, or a similar environment is a plus.
• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Ability to explain financial products, services, and processes clearly and professionally.
• Strong active listening and problem-solving skills.
• Ability to build trust and establish positive relationships through phone, email, online messaging, and other digital communication channels.
• Ability to manage multiple conversations and tasks simultaneously while maintaining quality and accuracy.
• Strong organizational and time management skills.
• Ability to learn and navigate multiple computer systems and technology platforms.
• Strong attention to detail and commitment to accuracy.
• Ability to make sound decisions and use good judgment when assisting members.
• Positive attitude and passion for helping members.
• Ability to work independently while contributing to a collaborative team environment.

Responsibilities

• Serve as a primary point of contact for members by responding to inbound and outbound phone calls, voicemails, and other communication channels.
• Provide exceptional member service by listening to member needs, answering questions, and providing timely and personalized solutions.
• Assist members with account-related questions, service requests, account maintenance, and routine transactions.
• Research, troubleshoot, and resolve routine and complex member concerns, including account and digital banking issues.
• Provide accurate information regarding credit union products, services, policies, procedures, and account requirements.
• Educate members on digital banking, mobile banking, online services, debit cards, and other self-service tools.
• Identify opportunities to recommend appropriate products and services that support members' financial goals and strengthen member relationships.
• Assist members in understanding and utilizing available financial products and services.
• Maintain a high level of accuracy, quality, professionalism, and responsiveness during every member interaction.
• Manage multiple conversations, tasks, and follow-up activities while maintaining attention to detail.
• Meet established service, quality, productivity, and member experience goals.
• Work collaboratively with branch teams and other departments to resolve member concerns and provide seamless service.
• Maintain confidentiality and follow all credit union policies, procedures, and applicable regulatory requirements.
• Participate in training and assist with training and development of new team members as needed.
• Support credit union initiatives, special projects, and other responsibilities as assigned.

Skills

Customer service

Relationship building

Verbal communication

Written communication

Active listening

Education

High school diploma

Bachelor's degree preferred

Job description

INOVA Federal Credit Union in Elkhart, IN is seeking a Contact Center Specialist to join our Member Service Center at the Corporate Office. You will handle member inquiries via phone, voicemail, and digital channels, delivering personalized solutions and guidance on banking products and services, while maintaining accuracy and confidentiality.

The ideal candidate demonstrates exceptional customer service, problem-solving, and relationship-building skills, thrives in a fast-paced environment, and