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Customer Service Account Specialist

2 months ago

Midlothian, Virginia, United States Virginia Credit Union Full time
Job Overview:

Core Responsibilities:

The primary role of the Contact Center Account Consultant I is to respond to phone inquiries concerning deposit and loan accounts while actively promoting the credit union's products and services, ensuring exceptional service quality to members and colleagues alike.

Key Duties and Responsibilities:

- Respond to telephone inquiries about deposit and loan accounts.
- Promote the credit union's offerings.
- Deliver high-quality service to members and team members.
- Process transfers, withdrawals, and loan payments.
- Assist members with various transactions and questions.
- Cross-sell products and services effectively.
- Address member inquiries and resolve issues.
- Adhere to organizational policies and procedures.
- Complete necessary training sessions.
Performance Expectations:
  • Achieve service quality benchmarks.
    - Assess members' needs and provide tailored recommendations.
    - Meet or surpass performance goals.
    - Foster relationships with members and team members.
    - Provide constructive feedback to management.
    - Participate in training opportunities.
    - Uphold confidentiality standards.
Qualifications:

Knowledge: Familiarity with the credit union or banking sector is preferred.

Skills:
  • Proficient in computer operations.
    - Strong attention to detail.
    - Excellent communication abilities.
    - Capability to perform in a high-pressure environment.
    - Consistent delivery of service excellence.
Education and Experience Requirements:
  • High school diploma with additional business coursework preferred.
    - Previous experience in a customer-facing role.
    - Experience with computer systems and member interactions.
    - Prior contact center experience is advantageous.
Physical Demands:
  • Ability to sit for extended periods.
    - Clear speaking and hearing abilities.