Customer Service Representative

3 weeks ago

Valparaiso, Indiana, United States Regional Federal Credit Union Full time
{"Job Title": "Customer Service Representative", "Job Description": "Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Regional Federal Credit Union. As a Customer Service Representative, you will be responsible for providing exceptional service to our members through active listening, problem-solving, and effective communication.

Key Responsibilities
  • Respond to member inquiries promptly, correctly, and professionally via phone and email.
  • Manage a high volume of calls and emails daily, prioritizing follow-through and maintaining a high level of productivity.
  • Assist members with inquiries, establish a rapport to understand their service needs, and provide solutions to their problems.
  • Appropriately handle complaints, route them to the proper personnel for resolution, and escalate member issues based on department guidelines.
  • Maintain confidentiality and sensitivity in all aspects of internal and external contacts.
  • Actively learn about all Regional products and procedures to respond to member inquiries effectively.
  • Share knowledge of credit union products, features, and benefits with members, and refer additional credit union products and services by recognizing member needs or asking for additional information.
  • Process requests for check orders, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
  • Maintain a high quality of work, with excellent attention to detail, and report suspicious transactions or unusual occurrences to supervisor.
  • Perform all work in compliance with established regulations, policies, and procedures.
  • Maintain member confidentiality set forth by Regional Federal Credit Union.
  • Participate in ongoing skill, compliance, and security training as required for the position and apply knowledge in daily tasks.
Requirements
  • Minimum of one year of customer service experience with significant phone and online member service experience preferred.
  • Ability to communicate clearly and effectively over the telephone with members and co-workers.
  • Provide strong member service and problem-solving skills while responding to inquiries with tact, diplomacy, and patience.
  • Knowledge of credit products and services.
  • Exceptional organization, time management, and follow-up skills. Excellent interpersonal skills and ability to communicate effectively with members, employees, and outside service providers.
  • Ability to follow detailed instructions and a wide range of procedures requiring sound judgment.
  • Must have proficient typing and computer skills, specifically Microsoft Word and Excel, and the ability to navigate software systems.
Benefits
  • Health
  • Dental
  • Vision
  • 401k Retirement Plan
  • Paid holidays
  • PTO days
  • Quarterly incentive payouts
Job Details
  • Non-Exempt
  • Salary: Starting at $17.50 per hour
  • Job Type: Full Time
  • Schedules are produced monthly

Regional Federal Credit Union is an equal opportunity employer and provides reasonable accommodation to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA)."}

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