COMMUNICATION CENTER SPECIALIST I (ADMIN CENTER - TRAVERSE CITY - MID SHIFT)

Communication Center Specialist I

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
Wage Range: $17.81 - $22.27
About 4Front Credit Union

At 4Front, we are more than a financial institution

we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.
We believe in:
Building authentic relationships
Empowering our employees to grow and lead
Creating a culture of respect, inclusion, and collaboration
Delivering service that truly wows
Our team members live our credit union philosophy every day

people helping people.
Why Join 4Front?

We care deeply about our team. When you join 4Front, you can expect:
Competitive pay
Comprehensive medical, dental, and vision insurance
Generous PTO and paid holidays
401(k) with employer match
Tuition reimbursement and professional development opportunities
Career growth pathways within a stable and growing organization
A collaborative, supportive culture focused on teamwork and DEI
Community involvement opportunities
Position Purpose

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.
What You'll Do

Member Service & Support
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
Transactions & Account Maintenance
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
Problem Solving & Support
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
Relationship Building & Sales Support
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
Operational Excellence
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
Team Collaboration
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
Requirements

What Success Looks Like
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
Qualifications

Education
High school diploma or equivalent required
Experience
Customer service experience preferred
Financial institution experience is a plus
Knowledge & Skills
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
Physical & Work Environment
Primarily office or remote service center environment
Frequent sitting and computer use
Repetitive hand and finger motion for typing and system navigation
Compliance Commitment
Bank Secrecy Act & OFAC requirements
U.S. Patriot Act regulations
Gramm-Leach-Bliley privacy and information security standards
Additional Expectations
Perform additional duties and responsibilities as assigned
This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.