Communication CENTER Specialist ; Admin Center - Traverse , MI

Communication Center Specialist I

4

Front 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

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

High school diploma or equivalent required

• Customer service experience preferred
• Financial institution experience is a plus

• 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

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

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

• Perform additional duties and responsibilities as assigned

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