COMMUNICATION CENTER SPECIALIST I (Admin Center - Traverse City, MI)

Communication Center Specialist I

4Front Credit Union | Communication Center | Non-Exempt

This position is not eligible for immigration sponsorship.

This position is not eligible for remote work.

Mid Shift: 8:30 am-5 pm non-Saturday, 8:30 am-5:45 pm Saturday week, Saturday 8:45 am-2:15 pm

Late Mid Shift: 9:30 am 6:00 pm non-Saturday week, 8:45 am 6:00 pm Saturday week, Saturday 8:45 am 2:15 pm

Wage Range: $17.81 - $22.27

About 4Front Credit Union

At 4Front, we are more than a financial institution we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.

We believe in:

• Building authentic relationships
• Empowering our employees to grow and lead
• Creating a culture of respect, inclusion, and collaboration
• Delivering service that truly wows

Our team members live our credit union philosophy every day people helping people.

Why Join 4Front?

We care deeply about our team. When you join 4Front, you can expect:

• Competitive pay
• Comprehensive medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with employer match
• Tuition reimbursement and professional development opportunities
• Career growth pathways within a stable and growing organization
• A collaborative, supportive culture focused on teamwork and DEI
• Community involvement opportunities

Reporting Structure

• Reports to: Communication Center Assistant Manager II / III
• Supervises: None

Position Purpose

The Communication Center Specialist I provides frontline support to members through remote service channels, including phone and video interactions. This role is responsible for answering questions, processing transactions, and resolving account-related concerns in a timely and professional manner. The position focuses on delivering a positive member experience while identifying opportunities to meet member needs through additional products and services. Through service, accuracy, and relationship building, this role helps strengthen member trust and satisfaction.

What You'll Do

Member Service & Support

• Respond to member inquiries and resolve issues through phone, video, and digital channels
• Provide accurate information regarding accounts, products, services, and payments
• Deliver prompt, courteous, and professional service in every interaction
• Build trust and rapport with members through clear communication and support

Transactions & Account Maintenance

• Process transactions including deposits, withdrawals, loan payments, and advances
• Complete account maintenance and updates accurately and efficiently
• Assist with forms related to disputes, wires, applications, and account changes
• Maintain balancing standards and transaction accuracy

Problem Solving & Support

• Research and resolve account discrepancies and documentation issues
• Escalate more complex concerns to leadership when appropriate
• Ensure timely follow-up and resolution of member issues

Relationship Building & Sales Support

• Identify member needs through effective questioning and listening
• Recommend appropriate products and services to meet member goals
• Support cross-selling efforts and contribute to referral goals
• Enhance member relationships through proactive and personalized service

Operational Excellence

• Ensure all work is completed in accordance with policies, procedures, and regulatory requirements
• Maintain accurate records and documentation
• Support opening and closing procedures and operational tasks as needed
• Maintain a clean, organized, and professional workspace

Team Collaboration

• Collaborate with team members and leadership to support department goals
• Participate in meetings, training, and coaching sessions
• Assist other departments as needed
• Contribute to a positive, inclusive, and team-focused work environment

Requirements

What Success Looks Like

• Member interactions are positive, professional, and solution-focused
• Transactions are accurate and completed in a timely manner
• Member issues are resolved effectively or escalated appropriately
• Referral and sales goals are consistently supported
• Quality scores and member satisfaction metrics meet expectations
• Strong collaboration and communication within the team

Qualifications

Education

High school diploma or equivalent required

Experience

Customer service experience preferred

Financial institution experience is a plus

Knowledge & Skills

• Understanding of customer service principles and member-focused support
• Strong communication and interpersonal skills
• Ability to multitask in a fast-paced environment
• Attention to detail and accuracy in transactions
• Problem-solving and critical thinking abilities
• Basic math and computer skills
• Ability to operate phone systems and business applications
• Spanish-English bilingual proficiency preferred.

Physical & Work Environment

• Primarily office or remote service center environment
• Frequent sitting and computer use
• Repetitive hand and finger motion for typing and system navigation

Compliance Commitment

• Bank Secrecy Act & OFAC requirements
• U.S. Patriot Act regulations
• Gramm-Leach-Bliley privacy and information security standards

Additional Expectations

• Perform additional duties and responsibilities as assigned

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.