COMMUNICATION CENTER SPECIALIST (MID SHIFT - ADMIN CENTER - TRAVERSE CITY) at 4Front Credit Union – Traverse City, Michigan

This position is not eligible for immigration sponsorship.

This role is not eligible for remote work.

POSITION TITLE: Communication Center Specialist I

MID-SHIFT: 8:30 am-5 pm non-Saturday, 8:30 am-5:45 pm Saturday week, Saturday 8:45 am-2:15 pm

DEPARTMENT: Communication Center

CLASSIFICATION: Non-Exempt

APPROVED BY: CEO

WAGE GRADE: 6

WAGE RANGE: $17.81 - $22.27

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Communication Center Assistant Manager II/III

POSITIONS SUPERVISED: None

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 serves as a trusted resource for members through remote service channels, including phone and video interactions.

This role provides prompt, professional support by answering questions, resolving account concerns, and assisting with a variety of financial transactions. Communication Center Specialists help strengthen member relationships by delivering personalized service and identifying solutions that meet members’ financial needs.

You are not just answering calls — you are creating meaningful member experiences and helping members navigate their financial journey with confidence.

What You’ll Do

Member Service & Relationship Building

• Assist members through phone and video channels with account questions and service requests
• Process deposits, withdrawals, loan payments, advances, and other account transactions remotely
• Complete account maintenance and assist with service requests
• Coordinate forms and documentation for disputes, wires, applications, and account updates
• Identify member needs and recommend appropriate products and services
• Build trust and rapport with members through positive, solution-focused conversations

Problem Solving & Member Support

• Research and resolve account discrepancies and documentation issues
• Address member concerns and escalate complex issues when needed
• Provide accurate information about 4Front products and services
• Ensure members receive timely, helpful support

Operational Excellence

• Maintain accuracy and balancing standards for remote transactions
• Follow established policies, procedures, and regulatory requirements
• Support documentation and compliance expectations
• Maintain a professional and organized workspace

Team Collaboration

• Participate in team meetings and training opportunities
• Support collaboration across departments
• Share ideas that improve service, efficiency, and member experience
• Foster a respectful and inclusive team culture

What Success Looks Like

• Member interactions are friendly, professional, and solution-focused
• Transactions are accurate and compliant with policies and regulations
• Members feel supported, informed, and confident in their financial decisions
• Strong teamwork and collaboration within the Communication Center
• Quality scores, referrals, and member satisfaction metrics meet expectations

Qualifications

Education

High school diploma or equivalent required

Experience

Customer service experience preferred
Financial institution experience is a plus

Knowledge & Skills

• Understanding of credit union philosophy and member-focused service
• Strong communication and listening skills
• Ability to build rapport and trust with members remotely
• Problem-solving mindset and attention to detail
• Ability to operate financial software, phones, and business equipment
• Solid math skills and transaction accuracy

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
• Clear verbal communication required for phone and video interactions

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

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.