Member Support & Conversion Call Center Specialist

CU*Answers; Kentwood (MI); On-site; USD 36,000 - 48,000; Full time

Job summary

CU*Answers is seeking a Contact Center Specialist to provide phone support to credit union members during core conversions. You will handle inbound calls for balance inquiries, online banking assistance, and basic account needs while collaborating with management to resolve issues beyond standard guidelines.

This role may also support the Lender VP Collections Services by making outbound calls to delinquent borrowers, helping them create plans to bring their accounts current, and participating

Qualifications

• High School Diploma or equivalent work experience; 1–2 years in admin or customer service is a plus.
• Able to work flexible hours.
• Proficient with Microsoft Office apps (Outlook, Word, Excel, PowerPoint).
• Discretion with confidential data and strong written/verbal communication.
• Prior customer service experience preferred.
• Works well in a team to meet department goals.

Responsibilities

• Exemplary customer service and phone support.
• Assist newly converting members with balance inquiries and online banking support.
• Initiate outbound calls to inform clients about products and services based on campaigns.
• Assist the Collections team as needed.
• Collaborate with management for workflow improvements.
• Perform other duties to support organizational goals.

Skills

Customer service

Phone support

Communication

Teamwork

Attention to detail

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Word

Excel

PowerPoint

Job description

CU*Answers is seeking a Contact Center Specialist to provide phone support to credit union members during core conversions. You will handle inbound calls for balance inquiries, online banking assistance, and basic account needs while collaborating with management to resolve issues beyond standard guidelines.

This role may also support the Lender VP Collections Services by making outbound calls to delinquent borrowers, helping them create plans to bring their accounts current, and participating