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Customer Service Specialist

2 months ago

Chicago, Illinois, United States Great Lakes Credit Union Full time
Job Overview

Join the Great Lakes Credit Union Team

Are you passionate about providing exceptional customer service and building lasting relationships?

We are looking for you

The primary role of the Customer Service Specialist is to support Great Lakes Credit Union in fulfilling our mission, "To be the trusted financial partner for our members." This position is vital in delivering outstanding service to both internal and external members, aligning with our Standards of Excellence.

The Customer Service Specialist is tasked with executing all responsibilities with a high level of proficiency to ensure exceptional service is provided to all members and prospective members across various contact channels. This role acts as the members' most valued financial ally, seizing every opportunity to comprehend and evaluate their financial aspirations and requirements. It supports both sales and service initiatives while upholding the Member Promise. The specialist maintains positive relationships by adhering to the Standards of Excellence and advises members on suitable products and services to help them achieve their objectives and manage their accounts effectively. All duties must be performed with precision, ensuring compliance with applicable laws, regulations, and organizational policies.


Key Responsibilities Include:

  • Managing incoming calls across various topics, including inquiries, digital services, cards, loans, and more.
  • Implementing necessary security protocols to verify member identities and safeguard against fraud.
  • Cross-selling and referring relevant products and services to meet member needs.
  • Identifying opportunities to attract, retain, and enhance member relationships.
  • Actively listening and posing questions to ascertain member needs; recommending appropriate solutions while highlighting product features and benefits.
  • Utilizing sound judgment to address complex account inquiries and striving for one-contact resolution whenever feasible.
  • Ensuring all member inquiries are addressed promptly and effectively.
  • Executing all tasks with a keen eye for detail and accuracy.
  • Employing appropriate software and tools to resolve issues related to digital services, cards, transactions, payments, and special accounts.
  • Adhering to all procedures, policies, and guidelines while complying with relevant regulations.
  • Consistently meeting individual performance goals and contributing to the overall success of the department and credit union.
  • Skillfully managing complex requests and escalated situations, demonstrating the ability to de-escalate challenging member interactions.
  • Handling off-phone member requests and ensuring follow-through.
  • Serving as a subject matter expert on all account servicing requests, including joint accounts, name changes, beneficiary updates, and more.
  • Providing backup support for digital functions such as live chats, online applications, secure messaging, and email requests.
  • Offering appropriate advice and solutions to member inquiries and collaborating with other credit union staff to proactively address member needs.
  • Executing overrides and supporting departmental inquiries from staff.
  • Authorized to release check holds within departmental policy limits.
  • Facilitating training and potentially mentoring new team members.
  • Assuming responsibility for departmental opening and closing procedures in the absence of management.
  • Ensuring compliance with all relevant federal, state, and local regulations, as well as adherence to all organizational policies and internal controls.

Qualifications:

  • Three to five years of relevant experience.
  • A high school diploma or GED.
  • High level of trust and diplomacy required due to the sensitive nature of interactions.
  • Analytical ability, judgment, and ingenuity necessary for decision-making.
  • Ability to analyze and resolve somewhat complex problems.

We offer a comprehensive benefits package

Great Lakes Credit Union is an Equal Opportunity Employer, welcoming applicants from diverse backgrounds including Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.