Customer Support Specialist

2 months ago

Knoxville, Tennessee, United States UT Federal Credit Union Full time
Job Overview

SUMMARY:

The individual in this role is tasked with addressing and managing member inquiries received through the telephone support center. This position is crucial in delivering exceptional service to both current and prospective members via various communication channels, including phone, mail, email, and online banking. As the first point of contact, the representative embodies the values of the credit union, ensuring professionalism, courtesy, and assistance in every interaction.

KEY RESPONSIBILITIES:

  • Delivers friendly and responsive service to all members, fostering and maintaining positive relationships with both members and colleagues, while adhering to the established Service Standards.
  • Handles complaints, resolves issues, and provides appropriate responses to inquiries through phone, email, and other forms of communication.
  • Exhibits comprehensive knowledge of consumer products and services offered by the credit union, including:
    • Share and share draft accounts
    • Certificates
    • Loan offerings
    • Credit and Debit card services
    • Online/Mobile/Telephone banking
    • Wire transfers
    • Direct deposits
    • Payroll deductions
    • Additional services as required
  • Possesses a fundamental understanding of business products and services, along with relevant policies and regulations.
  • Efficiently processes financial transactions and maintains member account files within designated authority levels.
  • Educates members on suitable products and services, contributing to the achievement of referral and sales targets.
  • Upholds the highest level of confidentiality regarding all member information.
  • Effectively manages risk by accurately executing member requests for stop payments and disputes of unauthorized transactions.
  • Provides support to credit union staff in utilizing electronic interfaces, including online and mobile banking platforms.
  • Accurately performs daily operational tasks, such as balancing transactions at the start and end of the day.
  • Prepares and maintains assigned reports.
  • Actively engages in branch and staff meetings to stay informed about organizational matters and promotional initiatives; remains updated on policies, procedures, and applicable regulations.
  • Participates in training sessions to enhance job knowledge and performance, taking initiative for personal career development and seeking opportunities for skill enhancement.

PERFORMANCE EXPECTATIONS:

Individuals in this role demonstrate excellent communication skills by attentively listening to member needs and providing informed recommendations on products and services in a friendly and positive manner, thereby fostering lasting relationships. They exhibit patience, empathy, and responsiveness when interacting with members and colleagues. Successful representatives are organized, focused, and capable of quick thinking. They consistently meet referral and sales goals by identifying suitable products and services for members. A collaborative spirit and adaptability to a dynamic environment are essential. Representatives are encouraged to think creatively to devise solutions and are motivated to take appropriate initiative.

MINIMUM QUALIFICATIONS:

  • Adheres to the highest ethical standards.
  • Maintains a positive demeanor with both members and colleagues, demonstrating flexibility while focusing on established practices and productivity.
  • Promotes awareness of the credit union's mission and brand among members.
  • Complies with the Service Standards set forth by the credit union.
  • Possesses strong knowledge of financial products and services.
  • Demonstrates sales capabilities and the ability to meet sales objectives.
  • Exhibits regular and predictable attendance.
  • Displays excellent verbal and written communication skills for professional interactions.
  • Maintains a professional appearance in line with the established dress code.
  • Possesses technological skills, including computer literacy.

EDUCATION AND EXPERIENCE:

A high school diploma (or GED) is required, along with 6 months to 2 years of relevant experience in customer service, a financial institution, or a sales environment; or an equivalent combination of education and experience.

LANGUAGE AND MATHEMATICAL SKILLS:

Ability to read and interpret various documents, including forms and procedures. Capable of writing routine reports and correspondence. Proficient in verbal communication over the phone. Ability to perform basic mathematical calculations, including addition, subtraction, multiplication, and division.

REASONING ABILITY:

Ability to apply common sense to carry out instructions provided in various formats. Capable of addressing problems involving multiple variables, often requiring diplomacy when dealing with challenging situations.

WORK ENVIRONMENT:

This role is performed in an office setting, where temperatures may vary. The work area may experience moderate noise levels due to multiple phones and equipment. The physical demands include prolonged sitting, using hands for various tasks, and occasional lifting of up to 30 lbs.

MENTAL DEMANDS:

The role requires alertness to member needs, resourcefulness in problem-solving, and precision in updating accounts. Representatives must handle a fluctuating volume of calls and effectively manage interactions under potentially stressful conditions.

Thank you for considering a position with UT Federal Credit Union. All employment offers are contingent upon the successful completion of a comprehensive background check, which may include checks of criminal records, employment history, educational credentials, and references. By proceeding with this application, you authorize UT Federal Credit Union to conduct necessary investigations to evaluate your suitability for employment.

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