Job Description

Contact Center Specialist Benefit Highlights

• Hybrid work schedule (2 days remote)
• Paid vacation, personal, sick, holiday, volunteer & birthday time off
• 401(k) with 6% match and 4% profit-sharing contribution
• Top-notch health insurance, dental, and vision
• HSA, Flexible spending plans, life insurance, and short-term/long-term disability coverage
• Employee Assistance Program to prioritize your wellbeing
• Loan and mortgage discounts + higher rates for savings products

Starting Wage: $18.85/Hour, based on experience

Location: Kalamazoo, MI

About The Role

The Contact Center Specialist serves as the first point of contact for members, providing support across phone, email, and digital channels for card services, lending, and account transactions. This role combines professional call center experience with proactive relationship-building to resolve inquiries, promote financial wellbeing, and ensure member satisfaction.

Where You’re Headed

Contact Center Specialists develop broad knowledge of Arbor’s digital platforms, products, services, and polices, which equips them to grow into roles such as Digital Services Specialist, Assistant Manager, Personal Banker, or consumer lending positions. With access to internal openings in departments like lending, marketing, IT, HR, and finance, your future is full of possibilities!

What You’ll Do

• Manage inbound communications via phone, email, and digital channels
• Investigate and resolve member inquiries related to accounts, services, and digital banking and assist with appointment scheduling.
• Provide card services support (troubleshooting, disputes, new cards, digital wallet enrollment, etc.) answer loan questions, process payments, sending payoff quotes and lien releases
• Accurately process account transactions
• Build relationships with members, identify financial needs, and recommend suitable products/services
• Monitor for and mitigate potential fraud to ensure regulatory/policy compliance

Is This You?

• High school diploma or equivalent
• 6 – 12 months customer service experience
• Strong attention to detail, organizational, problem-solving skills, communication, and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency in basic computer operation
• Professionalism in conduct, communication, and appearance
• Ability to be bonded
• Preferred But Not Required: College degree, call center experience, financial institution and consumer lending experience, familiarity with Fiserv DNA, proficiency in MS 365

Why Join Arbor?

For over 90 years, Arbor Financial Credit Union has helped members and employees thrive. We’ve built a workplace grounded in our core values: Work Together, Do the Right Thing, Be Creative, and Have Fun Here, you’ll enjoy meaningful work, growth opportunities, caring teams, and great benefits. Visit our website to discover what makes us exceptional and apply in minutes: www.arborfcu.org/careers