Member Support & Contact Center Coordinator

ProFed Credit Union; Fort Wayne (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

ProFed Credit Union in Fort Wayne, IN seeks a detail-oriented professional to support the Contact Center. You will handle member inquiries by phone, Online Banking, and secure chat, assist with transactions, and contribute to team training and special projects to improve service delivery.

Ideal candidates display strong organizational skills, a solid understanding of credit union products, and the ability to multitask while maintaining accuracy and courtesy in all member interactions.

Qualifications

• In-depth knowledge of credit union services and products.
• Comfort with new technology and various apps.
• Ability to troubleshoot and analyze issues effectively.
• Ability to multitask and document details accurately.

Responsibilities

• Assist Contact Center with telephone inquiries, Online Banking, and transaction support.
• Assist with training of new hires and ongoing team training.
• Manage Contact Us & Eltropy inboxes.
• Coordinate Contact Center staff scheduling and coverage.
• Ensure effective operations and communicate details to AVP/Contact Center.
• Assist in maintenance of reports, KPI analysis, and chat transcripts.
• Attend staff meetings and training sessions.
• Expand responsibilities as skills grow and take on additional duties.

Skills

Credit union knowledge

Tech-savvy

Troubleshooting

Multitasking

Documentation

Math skills

Job description

ProFed Credit Union in Fort Wayne, IN seeks a detail-oriented professional to support the Contact Center. You will handle member inquiries by phone, Online Banking, and secure chat, assist with transactions, and contribute to team training and special projects to improve service delivery.

Ideal candidates display strong organizational skills, a solid understanding of credit union products, and the ability to multitask while maintaining accuracy and courtesy in all member interactions.