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Customer Service Specialist
2 months ago
Position Overview
The Customer Service Specialist plays a crucial role in addressing the financial needs of our members. This position involves a variety of responsibilities aimed at ensuring a high level of service and satisfaction.
- Inquiries Handling: Manage incoming calls from members in a professional manner, ensuring a positive experience.
- Verification Process: Follow established identification verification protocols in accordance with company guidelines.
- Compliance Adherence: Stay informed about system alerts and fraud warnings, ensuring compliance with company policies.
- Member Support: Execute maintenance tasks to enhance member satisfaction and service delivery.
- Cross-Department Knowledge: Understand processes across various departments to facilitate seamless transactions.
- Relationship Building: Proactively engage with members to promote additional products and services.
- Multi-Channel Communication: Address inquiries received via email, chat, and voicemail in a timely manner.
- Documentation: Accurately record all member interactions and follow up to ensure resolution.
- Conflict Resolution: Skillfully manage challenging calls to achieve satisfactory outcomes.
- Product Knowledge: Maintain comprehensive knowledge of the Credit Union's offerings and compliance regulations.
- Adaptability: Demonstrate flexibility in a dynamic work environment.
- Performance Goals: Strive to meet individual and team objectives as set by management.
- Positive Attitude: Foster a collaborative atmosphere by promoting solutions and a helpful demeanor.
- Culture Contribution: Embody the organization's values and culture in daily interactions.
- Regulatory Compliance: Adhere to all relevant laws and regulations.
- Additional Duties: Perform other tasks as assigned by management.
Qualifications
Experience:
- Minimum of six months in a customer service role.
- High School Diploma or GED required.
- Excellent listening, communication, and problem-solving abilities.
- Flexibility in scheduling, including weekends.
- Proficient in using a headset and capable of prolonged sitting.
- Computer literate, familiar with Microsoft Office and basic office technology.
- Strong organizational and time management skills.
- Ability to work independently and manage difficult situations with minimal supervision.
- Preferred: One year or more in a high-volume call center with a proven track record.
- Preferred: At least two years of college coursework.
- Preferred: Multilingual skills are a plus.
- Demonstrated integrity and commitment to member satisfaction.
- Confidential handling of member information is essential.
- Professional communication skills, both written and verbal.
