Remote Contact Center Coordinator — Training & Scheduling

ProFed Federal Credit Union; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

ProFed Federal Credit Union, a remote opportunity in the United States, seeks a Contact Center Operations Associate to assist with member inquiries via telephone, Online Banking support, and secure email/chat. You will help with transactions, training, and coordinating team tasks to ensure efficient service.

The role emphasizes customer service, problem solving, and precise documentation while collaborating with the AVP/Contact Center to improve KPI outcomes.

Qualifications

• Efficient and well-organized with diversified knowledge of credit union services.
• Able to embrace new technology and learn computer programs, smartphone apps.
• Multitask, document details, and perform mathematical computations.
• Sound judgment and professionalism in daily transactions.

Responsibilities

• Provide assistance to Contact Center with telephone communication, Online Banking, Bill Pay, and app support.
• Support new hire Contact Center training and ongoing team training.
• Manage Contact Us & Eltropy inboxes.
• Coordinate Contact Center staff scheduling and coverage.
• Ensure effective Contact Center operations and communicate details to AVP/Contact Center.
• Assist in maintenance of reports, audit of chat transcripts, and KPI analysis.
• Attend staff meetings and training sessions.
• Expand responsibilities as skills grow and perform additional duties.
• Additional duties as assigned

Skills

Organizational skills

Analytical skills

Troubleshooting ability

Professionalism

Job description

ProFed Federal Credit Union, a remote opportunity in the United States, seeks a Contact Center Operations Associate to assist with member inquiries via telephone, Online Banking support, and secure email/chat. You will help with transactions, training, and coordinating team tasks to ensure efficient service.

The role emphasizes customer service, problem solving, and precise documentation while collaborating with the AVP/Contact Center to improve KPI outcomes.