Multichannel Member Support Specialist

ABNB Federal Credit Union; Chesapeake (VA); On-site; USD 37,000 - 54,000; Full time

Benefits offered by this job

Paid time off

11 paid federal holidays

401(k) with match

Disability insurance

Life & AD&D coverage

Tuition reimbursement

Competitive pay

Annual raises

Community involvement

Employee-centric culture

Job summary

ABNB Federal Credit Union offers a comprehensive benefits package and a growth-oriented environment. The Contact Center Specialist handles online banking messages, opens accounts online, and communicates with members via chat, email, and calls.

The role emphasizes achieving first-contact resolution, de-escalation, and proactive service through outbound messaging and digital channels, with opportunities for advancement.

Qualifications

• High school diploma or GED required; additional college coursework preferred.
• 1–3 years of similar experience; familiarity with Windows-based systems is required.
• Strong interpersonal skills and the ability to handle confidential information with discretion.
• Proficiency with MS Office and online banking software applications.
• Ability to multi-task and communicate professionally by phone, chat, and email.

Responsibilities

• Handle inbound and outbound member inquiries via phone, chat, email, and online messaging.
• Process service requests accurately and promptly across remote channels.
• Identify member needs and suggest products/services to meet objectives.
• Resolve issues with de-escalation and clear, non-technical explanations.
• Meet quality and productivity goals while maintaining professionalism.
• Collaborate with other departments and external vendors as needed.

Skills

Multitasking

Customer service

Conflict resolution

Communication

Digital channels

Technical troubleshooting

Education

High school diploma or GED

Tools

Microsoft Office

Online banking software

SharePoint

Outlook

Teams

Job description

ABNB Federal Credit Union offers a comprehensive benefits package and a growth-oriented environment. The Contact Center Specialist handles online banking messages, opens accounts online, and communicates with members via chat, email, and calls.

The role emphasizes achieving first-contact resolution, de-escalation, and proactive service through outbound messaging and digital channels, with opportunities for advancement.