COMMUNICATION CENTER SPECIALIST I (Zeeland, Michigan)

Description

Communication Center Specialist I

4Front Credit Union | Communication Center | Non-Exempt

This position is not eligible for immigration sponsorship.

This role is not eligible for remote work.

Wage Range: $17.81 - $22.27

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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.

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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

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Reporting Structure

Reports to: Communication Center Assistant Manager II / III

Supervises: None

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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.

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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

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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

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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

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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

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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

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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

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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

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Qualifications
Education
High school diploma or equivalent required

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Experience
Customer service experience preferred

Financial institution experience is a plus

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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

Spanish-English bilingual proficiency preferred.

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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

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Compliance Commitment
This role requires adherence to:

Bank Secrecy Act & OFAC requirements

U.S. Patriot Act regulations

Gramm-Leach-Bliley privacy and information security standards

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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.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

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