Contact Center Specialist

Job Description

Job Description

At IU Credit Union, we find meaning in our work as we witness the positive impact our efforts have on our members’ lives. Our caring culture transcends the organization and is an inherent aspect of how we operate. We have genuine concern for our members and for one another, fostering a sense of belonging and support. Through various community outreach programs, volunteering initiatives, and partnerships with local organizations, our Credit Union team participates in building a stronger community that extends our impact beyond financial transactions.

We are honored to be named one of the  Best Places to Work in Indiana . We hire individuals with a broad range of backgrounds and experiences and invest in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. A career at IU Credit Union can provide many different paths for you to learn, grow, and make a difference.

Contact Center Specialist

At the heart of our inbound call center, Contact Center Specialists are the friendly voices and problem-solvers our members count on. Whether it’s answering questions, resolving issues, or guiding members through our wide range of services, these tech-savvy professionals use their knowledge and expertise to deliver top-notch support and create standout experiences. Passionate about helping others, our Contact Center Team thrives in a dynamic, fast-paced environment where every call is a chance to make a difference.

Responsibilities

• Deliver exceptional member service by providing first-call resolution, responding to emails, and addressing inquiries accurately and efficiently.
• Assess situations using sound judgment and troubleshooting skills to resolve issues and ensure member satisfaction.
• Manage time effectively to meet service quality standards, achieve call center performance goals, and maintain strong member relationships. 
• Maintain comprehensive knowledge of IU Credit Union products and services to assist members and identify opportunities for financial improvement.
• Promote products and services through referrals to meet member needs.
• Demonstrate commitment to IU Credit Union's core values, guiding principles, purpose, and vision by actively supporting organizational success and member service excellence.

Qualifications

• One or more years of customer service experience.
• High school diploma or equivalent.
• Strong member service focus with positive attitude and willingness to go above and beyond.
• Excellent verbal and written communication skills, including professional telephone and email etiquette.
• Strong organizational skills and attention to detail; ability to work accurately in a fast-paced environment.
• Ability to quickly learn and adapt to new information, processes, and technology platforms.
• Ability to work both independently and collaboratively within a team.
• Dependable and flexible regarding work hours and assignments.
• Ability to adhere to understand and adhere to credit union policies and procedures.