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Customer Service Specialist

2 months ago


Albuquerque, New Mexico, United States First Financial CU Full time

Job Type

Full-time

Position Overview

As a Customer Service Specialist, you will be responsible for addressing various inquiries from members regarding the range of products and services provided by First Financial CU. Communication with members will primarily occur via telephone, although other forms of communication such as fax, mail, or electronic channels may also be necessary.

Key Responsibilities

  1. Handle incoming calls and assist members with specific inquiries or concerns. Effectively manage challenging situations with members, ensuring their requests and questions are resolved promptly and professionally. Clearly explain credit union policies and procedures as needed. Complete necessary documentation or help desk tickets to facilitate member requests.
  2. Promote and provide comprehensive information about the full suite of products and services. Articulate the features and advantages of credit union offerings.
  3. Process standard member requests, including but not limited to: account transfers, wire transfers, loan payments, loan applications, check orders, debit card requests, statement inquiries, and stop payments. Conduct account maintenance as required through various communication channels.
  4. Stay informed about updates related to credit union policies, procedures, products, and services by reviewing internal communications and documentation. Perform additional duties as assigned.
Additional Responsibilities
  1. Perform miscellaneous tasks as needed, including typing, filing, data entry, document scanning, and answering phone calls.
Expectations
  1. Deliver courteous and professional service by fostering positive relationships with both internal and external members.
  2. Possess knowledge of relevant federal and state laws and regulations pertaining to the financial sector.
  3. Exhibit strong verbal and written communication skills, along with fast and accurate typing abilities, ensuring all responses are grammatically correct and free of spelling errors.
  4. Demonstrate problem-solving skills and provide logical solutions or alternatives.
  5. Utilize resources efficiently.
  6. Engage members' interest in the products and services offered by the organization.
  7. Maintain call volume as established by management.
  8. Uphold and promote the professional reputation of the Credit Union.
Qualifications

Education: High school diploma or equivalent

Experience: At least 1 year of experience in a financial institution in a teller or member services role.

Knowledge, Skills, and Abilities: Ability to communicate effectively with members, supervisors, and colleagues. Perform basic math calculations with accuracy and attention to detail. Demonstrate proficient member service skills and a collaborative team spirit. Adapt to a dynamic work environment, identify member financial needs, and manage stressful situations effectively. Maintain professionalism in high-traffic roles with significant workloads.

Compensation

$18.00/hour