Member Contact Center Specialist

The Member Contact Center Specialist provides exceptional service across phone and other assigned contact channels by accurately completing specialized member functions, resolving concerns, and following established policies and procedures. The Specialist builds and deepens member relationships by demonstrating empathy, curiosity, and knowledge of credit union products and services; asking meaningful questions; identifying member needs; and recommending appropriate products, services, and digital or self-service options. Success in this role requires meeting or exceeding established performance metrics, quality standards, schedule-adherence expectations, and member satisfaction goals.