Interra Credit Union · 6 hours ago
Contact Center Specialist I
Goshen, IN
Full-time
Hybrid
New Grad, Entry Level
0+ years expInterra Credit Union is committed to providing excellent member service, and they are seeking a Contact Center Specialist I to enhance member experiences through effective communication and problem-solving. The role involves managing incoming calls, processing financial transactions, and educating members about credit union products and services.
Financial Services
Responsibilities
Fields all incoming ACD calls ensuring that all calls are answered within an appropriate timeframe
Actively monitor and control a member's hold time along with monitoring abandoned and transferred calls according to current performance standards
Identifies cross sell opportunities and educates members on credit union products and services
Follows up on referrals and identify new relationship opportunities
Maintains knowledge and takes the initiative to keep up to date of all credit union products and services
Use every member contact as an opportunity to advise members about additional services or programs that might benefit them
Receives and processes member financial transactions including, but not limited to, deposits, transfers, withdrawals, and loan payments by way of electronic transactions using Symitar, Propay, ACH and other methods as necessary
Administers appropriate file maintenance to members’ accounts from phone calls, secure messaging and mail
Strong member service skills to address any member issues to achieve resolution
Comfortable empathizing and remaining patient with difficult callers
Elevate serious concerns to contact center leadership as needed
Routes calls when needed to appropriate personnel
Asking probing questions and active listening skills to ensure members are directed to best person to assist them
Provide basic technical support and troubleshooting to members accessing online banking, phone banking and other self-service options the Credit Union offers
Qualification
Required
6+ months customer service experience in banking, retail, or related field required
A high school diploma or equivalent
Must have and maintain a valid driver's license
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control
Preferred
Work experience in telephone data collection or member service preferred
Ability to work in a teamwork environment by working cooperatively with peers, subordinates, managers, and staff in other departments
Working knowledge of MS Office Suite Programs specifically Word, Excel, and Outlook
Must have strong communication skills both verbally and written
Ability to provide world class member service while executing Interra's vision, mission and delivery of Core Values
Benefits
Comprehensive health insurance
401(k) matching
Tuition reimbursement
Company holidays
Generous PTO
Company
Interra Credit Union
Interra Credit Union is a financial services company offering checking, savings, loans, investments, and online services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jim Henning
Chief Financial Officer
Andy Marshall
Chief Operating Officer & Executive Vice President
Recent News
2025-06-17
Bank Innovation
2025-06-05
Warsaw Times-Union
2024-05-23
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