Information Support Specialist

The Operations Information Support Specialist provides solutions to staff within the experience department with questions about products, policy, procedure and process and system functionality related inquiries. The Specialist provides a high quality of service and support to teammates by ensuring timely responses while problem solving inquiries. Responsible for keeping up to date information on changing policies and procedures., * Responds to staff inquiries by telephone, e-mail, or chat to provide non-technical problem resolution regarding products, policy, procedure, process and system functionality

• Serves as the first point of contact to guide and assist staff with general inquiries such as product information and operational questions
• Resolves problems, communicates solutions and escalates higher complexity inquiries to management for resolution
• Develops and maintains a deep understanding of the organization as well as products and services offered to resolve more complex inquiries
• Maintains accurate call tracking and supporting documentation associated with all in-bound inquiries.
• Performs other duties as needed upon request by immediate supervisor

Do you have experience in CRM system proficiency?, Do you have a High school diploma or GED?, * HS diploma required. Associates degree preferred

• Minimum three years banking experience required
• Minimum three years' experience in quality assurance, branch retail, contact center operations, member services or lending required
• CRM Experience required
• Experience with Avoka, Salesforce, tMagic, AFS, Genesys, DNA, Online Banking, and /or Bill Pay required

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, We provide a competitive compensation and benefits package that includes, but is not limited to:
• This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives.
• Paid time off for vacation, personal days, and holidays
• 401(k) company contribution
• Teachers pays 100% of Dental & Vision premium
• Tuition reimbursement is offered to full-time employees
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

The good faith range for this position is $25.30 - $30.35 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Recognized by Forbes Magazine as one of America's Best-In-State Credit Unions in 2025, Teachers has grown into one of the nation's leading credit unions. As we expand our reach across the country, we remain focused on being both a Best Place to Bank and a Best Place to Work. From part-time roles to executive leadership positions, Teachers offers a wide range of meaningful career opportunities.