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Customer Experience Specialist

2 months ago

New York, New York, United States NYU Federal Credit Union Full time
Job Overview

Salary: $21 to $23 hourly based on experience

General Summary

At NYU Federal Credit Union, we believe that a positive attitude is essential to our culture. Exceptional customer service starts with a friendly demeanor, and our employees are key to creating memorable experiences for our members.

This role is situated in our New York office, where you will act as a vital link between our members and the credit union. Your responsibilities will include providing account information and assisting with a wide range of credit union products and services.

Key Responsibilities

  1. Welcome members and visitors with professionalism and a friendly attitude, ensuring efficient and accurate transaction processing.
  2. Deliver both general and specific service-related information regarding credit union services or policies, in person and over the phone.
  3. Respond to electronic inquiries from members, providing timely and precise information.
  4. Address member requests, concerns, and complaints, directing them to the appropriate personnel when necessary.
  5. Assist members with various services, demonstrating proficiency in tools such as ITM, Email, and Online Banking Messenger.
  6. Facilitate the opening of new accounts and the servicing of existing ones, ensuring all necessary documentation is completed.
  7. Issue new and replacement debit and credit cards, as well as checkbooks.
  8. Process money orders and manage remittances as required.
  9. Calculate dividends and penalties for all accounts accurately.
  10. Handle member requests for transfers, withdrawals, and other transactions with precision.
  11. Promote credit union products and services tailored to member needs, maintaining a strong knowledge of offerings and promotions.
  12. Assist members in understanding service charge schedules.
  13. Manage member mail transactions and ensure timely processing.
  14. Support members in completing loan applications and ensure all forms are filled out correctly.
  15. Process changes to member information, including name and address updates.
  16. Facilitate wire transfers and international transactions, ensuring compliance with signature requirements.
  17. Provide investment alternatives to members interested in depositing funds.
  18. Investigate discrepancies in accounts related to deposits, withdrawals, and loan payments.
  19. Assist members in reconciling their accounts.
  20. Support members with ACH and direct deposit setups.
  21. Guide members in opening individual retirement accounts and certificates.

Note: This list of responsibilities is not exhaustive and may be updated as necessary. This position requires in-office attendance, depending on staffing and management needs.

Additional Responsibilities

  1. Engage in promotional and special events as needed.