Customer Service Representative

2 weeks ago

Nashville, Tennessee, United States Cornerstone Financial Credit Union Full time
ARE YOU THE RIGHT FIT FOR OUR TEAM?

Are you seeking a role that offers both enjoyment and fulfillment? At Cornerstone Financial Credit Union, we pride ourselves on fostering a positive and engaging work environment. Our team members appreciate the collaborative atmosphere, the opportunity to learn, and the chance to assist others. We value our employees and provide comprehensive benefits along with opportunities for professional development. We are currently in search of two (2) full-time Customer Service Representatives to become part of our expanding team.

ABOUT CORNERSTONE FINANCIAL CREDIT UNION:

Cornerstone Financial Credit Union operates multiple locations serving a vast membership base. Established in 1955, our organization is driven by the principle of people assisting people. We strive to offer competitive rates while delivering exceptional service to our members and their families. Our focus is Not for profit, Not for charity, but for service.

IS THIS ROLE RIGHT FOR YOU?

As a Customer Service Representative, your primary responsibility will be to handle inquiries regarding accounts, products, and services from members in a friendly and professional manner. You will provide solutions to members' questions, issues, and concerns with care and efficiency while promoting our credit union's offerings. This role includes processing transactions, conducting loan interviews, and accepting loan applications in a confidential manner while adhering to regulations.

KEY RESPONSIBILITIES:
  1. Deliver a professional and welcoming environment for members to conduct business over the phone.
  2. Process various financial transactions for members, including wire transfers, cash advances, and loan payments.
  3. Ensure accurate identification of members before providing account information or completing transactions.
  4. Review online memberships and conduct telephone loan interviews, completing loan applications as necessary.
  5. Provide information on the values of vehicles such as cars, boats, and recreational vehicles.
  6. Maintain a thorough understanding of all credit union fees, rates, products, current promotions, and procedures related to loan interviews and applications.
  7. Record all member transactions and utilize software to access member information and assist with additional services.
  8. Prepare checks and loan add-on advances as required.
  9. Effectively promote the benefits of all credit union products and services to members.
  10. Process account closures as requested in writing and utilize sales and service training skills to retain accounts when possible.
  11. Respond to email inquiries and perform account research using various programs and interdepartmental communication.
  12. Address member complaints with care and concern within the scope of authority.
  13. Comply with all applicable laws and regulations, including those related to credit reporting and consumer protection.
  14. Assist in the training of new Customer Service Representatives.
  15. Process daily reports, including online check disbursements and bill payment maintenance requests.
  16. Adhere to all security policies and procedures, as well as credit union policies.
  17. Maintain confidentiality of member information.
  18. Process requests such as ACH authorizations and stop payments.
  19. Handle returned mail according to established procedures.
  20. Provide backup support for other associates as needed.
  21. Perform additional duties as assigned.
JOB REQUIREMENTS:

Education:
  • A minimum of a high school diploma or GED is required. Some college or post-secondary education is preferred, along with specialized training in financial services.
Experience:
  • Preferred candidates will have at least three years of experience in a financial institution, particularly in roles related to customer service or teller functions, with significant public interaction. Experience in loan processing is also desired. Proficiency in personal computer usage is essential.
Physical, Mental, and Visual Requirements:
  • This position involves a variety of duties primarily aimed at accommodating members. Essential functions are performed while seated at a desk using a telephone headset for extended periods. Most tasks require manual dexterity and accurate visual observation. Excellent verbal and auditory communication skills are necessary for effective member service. The nature of this role requires physical and mental stamina to manage periods of high stress.
Supervision Needs:
  • This role is expected to be performed with minimal supervision. Good independent judgment, initiative, and problem-solving skills are crucial.
Accuracy:
  • To ensure quality service to members and mitigate losses for the credit union, accuracy in work is critical. Self-monitoring is expected, with personal follow-up to ensure all member needs and requests are addressed promptly.
Personal Qualifications:
  • This position is vital for public interaction. A friendly, caring, and sincere demeanor is essential. Pleasant telephone manners and clear communication are required. Demonstrating company loyalty, a positive attitude, and dependability is important. The ability to work as a team player and communicate professionally with coworkers, members, and business partners is necessary.

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