Customer Service Specialist
2 weeks ago
As a Customer Service Specialist, you will be instrumental in bridging the gap between our organization and its valued members. This role requires flexibility to work during operational hours and on alternate Saturdays.
Role Summary:
Under the guidance of the Member Solutions Center Manager, you will act as a key point of contact for both existing and prospective members, delivering account-related assistance in a dynamic Contact Center setting.
Your responsibilities will encompass a range of member service tasks conducted via phone and email, ensuring adherence to established policies and procedures while enhancing member satisfaction.
Key Responsibilities:
- Take ownership of resolving member inquiries, issues, and complaints, prioritizing member satisfaction in every interaction.
- Build and maintain positive relationships with members to identify their needs and recommend suitable products and services.
- Perform various functions within your expertise to deliver exceptional service and responsiveness to our members.
Essential Duties:
- Handle a high volume of inbound and outbound calls while effectively utilizing multiple computer applications.
- Assess member needs, clarify information, and provide solutions or alternatives with enthusiasm and professionalism.
- Deliver account information to members, addressing questions and resolving issues related to balances, transactions, fees, and account details.
- Process member requests for account maintenance activities, ensuring accuracy and timeliness.
- Diagnose and resolve digital banking issues for members, including online and mobile banking inquiries.
- Conduct loan interviews and process applications for consumer loans and credit cards.
- Investigate and resolve member complaints or problems related to accounts or services promptly.
- Maintain comprehensive knowledge of all products and services to identify upselling opportunities.
- Meet or exceed individual and team performance goals.
- Participate in ongoing training to enhance knowledge and performance.
- Ensure compliance with risk and regulatory standards, policies, and controls.
- Safeguard the security and confidentiality of all member information.
Additional Responsibilities:
This role may require working on a rotating Saturday schedule and performing related duties as assigned. Please note that additional tasks may be assigned as necessary.
Qualifications:
To excel in this position, candidates must demonstrate strong verbal communication skills, attention to detail, and organizational abilities. The ability to manage sensitive information with discretion is essential.
Successful candidates will exhibit the capacity to perform detailed tasks efficiently while adapting to various personality types in a fast-paced environment. Proficiency in Spanish or Portuguese is advantageous.
A high school diploma or equivalent, along with specialized coursework in retail services, is required. Previous experience in a customer support role within banking or financial services is preferred.
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