Contact Center Specialist

Job Type: Full-time

Location: Corporate - Elkhart, IN

Schedule: Monday through Friday, with occasional Saturdays as needed

Employees may occasionally be scheduled before opening or after closing to assist with department operations.

Job Description

INOVA Federal Credit Union is seeking a service-focused, motivated, and member-driven Contact Center Specialist to join our Member Service Center at our Corporate Office in Elkhart, Indiana.

The Contact Center Specialist serves as a primary point of contact for members, providing exceptional service and personalized solutions through phone, voicemail, and other communication channels.

This position is an excellent opportunity for someone who enjoys helping others, solving problems, building relationships, and creating positive member experiences. The ideal candidate will be comfortable communicating with members, learning financial products and services, and using technology to help members find convenient solutions to their financial needs.

The Contact Center Specialist plays an important role in improving the financial well-being of our members by answering questions, resolving account and service issues, providing guidance on credit union products and services, and educating members on digital banking and self-service resources.

About Us

INOVA Federal Credit Union is committed to improving the financial well-being of our members through exceptional service, innovative financial solutions, and meaningful community involvement. Our employees are passionate about making a difference every day while fostering a workplace built on collaboration, integrity, innovation, and continuous growth.

If you're looking for an opportunity to build your financial services career while developing your customer service, communication, and problem-solving skills, we'd love to meet you.

Essential Duties & Responsibilities

• Serve as a primary point of contact for members by responding to inbound and outbound phone calls, voicemails, and other communication channels.
• Provide exceptional member service by listening to member needs, answering questions, and providing timely and personalized solutions.
• Assist members with account-related questions, service requests, account maintenance, and routine transactions.
• Research, troubleshoot, and resolve routine and complex member concerns, including account and digital banking issues.
• Provide accurate information regarding credit union products, services, policies, procedures, and account requirements.
• Educate members on digital banking, mobile banking, online services, debit cards, and other self-service tools.
• Identify opportunities to recommend appropriate products and services that support members' financial goals and strengthen member relationships.
• Assist members in understanding and utilizing available financial products and services.
• Maintain a high level of accuracy, quality, professionalism, and responsiveness during every member interaction.
• Manage multiple conversations, tasks, and follow-up activities while maintaining attention to detail.
• Meet established service, quality, productivity, and member experience goals.
• Work collaboratively with branch teams and other departments to resolve member concerns and provide seamless service.
• Maintain confidentiality and follow all credit union policies, procedures, and applicable regulatory requirements.
• Participate in training and assist with training and development of new team members as needed.
• Support credit union initiatives, special projects, and other responsibilities as assigned.

Desired Skills & Experience

The ideal candidate is someone who enjoys helping others, communicates effectively, and builds relationships naturally. We're looking for someone who can remain patient and professional while helping members navigate questions, concerns, and financial needs.

We're looking for someone who has:

• High school diploma or equivalent required.
• Bachelor's degree in Business, Finance, Communications, or a related field preferred.
• 1-3 years of experience in a financial institution, customer service, sales, or other member-facing role preferred.
• Previous experience in banking, financial services, contact center, call center, or a similar environment is a plus.
• Exceptional customer service and relationship-building skills.
• Strong verbal and written communication skills.
• Ability to explain financial products, services, and processes clearly and professionally.
• Strong active listening and problem-solving skills.
• Ability to build trust and establish positive relationships through phone, email, online messaging, and other digital communication channels.
• Ability to manage multiple conversations and tasks simultaneously while maintaining quality and accuracy.
• Strong organizational and time management skills.
• Ability to learn and navigate multiple computer systems and technology platforms.
• Strong attention to detail and commitment to accuracy.
• Ability to make sound decisions and use good judgment when assisting members.
• Positive attitude and passion for helping members achieve financial success.
• Ability to work independently while contributing to a collaborative team environment.

Position Details

This is a full-time position located at INOVA Federal Credit Union's Corporate Office in Elkhart, Indiana.

The Contact Center Specialist will work as part of the Member Service Center team to support members through phone, voicemail, digital communication, account services, problem resolution, product education, and exceptional service experiences.

The standard schedule is Monday through Friday, with occasional Saturdays as needed based on department operations. Employees may occasionally be scheduled before opening or after closing to assist with department operations.

This position offers competitive compensation, a comprehensive benefits package, and opportunities for professional growth and career advancement within a collaborative, member-focused organization.

Why Join INOVA?

At INOVA, you'll have the opportunity to make a meaningful impact while building your career. You'll gain valuable experience in financial services, member relationships, account services, digital banking, financial education, and problem-solving while working alongside a team committed to your success.

We offer:

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off and paid holidays
• Tuition reimbursement
• Professional development opportunities
• Career advancement opportunities
• A collaborative, people-first culture
• The opportunity to make a meaningful impact on our members and organization

If you're passionate about helping people, solving problems, building relationships, and creating positive member experiences, we encourage you to apply.

Work Authorization & Equal Opportunity Employer

Applicants must be legally authorized to work in the United States.

INOVA Federal Credit Union is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.

As part of joining our team, employees are expected to maintain eligibility for membership with the credit union, including opening and maintaining the required membership savings account.