ABNB Federal Credit Union · 3 months ago
Contact Center Specialist
Chesapeake,VA,US
Full-time
Onsite
Entry Level
1+ years expABNB Federal Credit Union is dedicated to being the best place you will ever work, and they are seeking a Contact Center Specialist to support members through various remote channels. The role involves processing service requests, providing resolutions, and developing new business opportunities through member interactions.
AccountingCreditFinanceFinancial ServicesPrepaid Cards
Responsibilities
Performs daily operational responsibilities within the Contact Center
Effectively and efficiently practices first touch resolution in researching, processing, and responding to service requests through all inbound calls and digital channels
Utilizes policies and procedures, resources, and product guides to deliver accurate responses in all remote channels
Identifies financial service needs and educates members on the best options and finds solutions to meet financial objectives and goals
Ability to work independently and meet all goals and responsibilities with minimal supervision
Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management
Assists with members to de-escalate and resolve problems
Is a subject matter expert in inbound member calls and digital channels, provides support including member troubleshooting and effectively communicates, verbally and in writing, technical solutions in non-technical terms
Meets all member expectations as well as assigned quality and productivity goals
Proactively looks for ways to solve and improve remote channel processes, reporting any inefficiencies for improved member experience
Collaborates with other support departments and or with 3rd party vendors, developing constructive cooperative relationships
Assists in all department tasks as needed
Performs other job-related duties as assigned
Qualification
Required
A high school education or GED
One to three years of similar or related experience
Familiarity with windows-based computer equipment and software
Ability to multi-task time management and organizational abilities
Ability to communicate in a polite and professional manner utilizing technology to include but not limited to email, online chat, and by phone
Ability to resolve conflict using de-escalation and critical thinking skills
Ability to effectively access and interpret information on computer screens, documents, and reports
General knowledge of computer equipment and related software
Ability to effectively troubleshoot computer related issues
Qualifications include sitting at a computer for extended periods of time and wearing a headset; and being able to lift/carry up to 10 pounds
Preferred
Additional college courses or continuing education
Previous experience with Microsoft Office Suite and online banking software applications
A passion for technology and training/educating people around technology
Experience with Microsoft Suite is desired (Outlook, Teams, Word, Excel, PowerPoint, & SharePoint)
Benefits
Affordable medical, dental, and vision plans
Paid time off that begins accruing on your first day
11 paid federal holidays each year
401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
Company-paid short-term, long-term disability, and employee life and AD&D coverage
A tuition reimbursement benefit
Competitive pay along with opportunities for annual raises and promotions
Paid community involvement opportunities
Company
ABNB Federal Credit Union
ABNB Federal Credit Union deals with cash management, prepaid cards, balance transfer, mortgages, auto lending and business services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Charles Mallon, Jr
President and CEO
Mick Vollmer, MBA, MSIT
Senior Vice President and Chief Information Officer
Recent News
2025-08-13
2025-07-29
Company data provided by crunchbase