Customer Support Specialist
1 week ago
Location
OCEAN VIEW - Ventura, CA
Compensation
$25.00 Hourly
Role Summary
At Ventura County Credit Union, we take pride in enhancing the financial well-being of our members and the community. If you are passionate about making a positive impact and fostering stronger financial futures, we invite you to explore this opportunity.
Team Dynamics
The Member Service Center team acts as advocates for our members, addressing inquiries through calls, emails, or chats related to our services and products. Our focus is on delivering member-centered solutions by employing active listening skills and collaborating with various support departments.
- Shifts include: 8AM - 5:30PM (M-W), 8AM - 6PM (Th-F), 8:30AM - 2:30PM (Sat)
- This position is fully on-site and requires travel to Ventura, CA
- Respond to member inquiries regarding: existing and new accounts, ACH/wire transfers, debit & credit cards, checks, stop payments, remote deposits, bill payment, online & mobile banking, loan applications, and other account-related needs.
- Process loan applications and follow up with applicants to discuss decisions and necessary stipulations.
- Provide empathetic solutions to members in a timely manner, clearly explaining products and services while accurately completing required documentation.
- Engage in problem-solving by researching internal policies and communicating with support departments as needed to resolve member issues.
- Identify opportunities for referrals and cross-selling to enhance member relationships based on account history and needs, including reviewing promotional offers and marketing initiatives.
- Achieve and surpass call center performance metrics such as average handle time, quality scores, and post-call tasks.
- A service-oriented individual with the ability to communicate solutions empathetically.
- Proficient in computer systems and comfortable managing multiple resources simultaneously.
- Minimum of one year of experience in a financial institution.
- Experience in a Credit Union call center environment.
- Familiarity with systems such as Genesys Cloud, Symitar/Episys, and MeridianLink.
- Fluency in Spanish, particularly in finance and banking terminology.
- A commitment to volunteering and working with organizations that aim to improve the community.
- Paid Volunteer Time
- Paid Time Off, including Sick/Vacation/Holidays
- Medical/Dental/Vision/Supplemental Benefits
- 401k Employer Match & Safe Harbor Contribution
- Company Sponsored Life & LTD Insurance
- Education Reimbursement
- VCCU Membership and Rate Discounts
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