Customer Service Specialist

2 weeks ago

Honolulu, Hawaii, United States University of Hawaii FCU Full time
Job Overview

Are You Ready to Make an Impact?

Become a vital part of a vibrant and enthusiastic team at Hawai`i's premier credit union, dedicated to enhancing our community by delivering financial benefits, outstanding service, and cutting-edge convenience to our members.

Position Title: Call Center Representative

Department: Call Center

FLSA Classification: Non-Exempt

Reports to: Call Center Manager


Employee Benefits

At UHFCU, we pride ourselves on offering a range of employee benefits, including on-demand pay through our financial wellness provider, allowing you to access your earned wages as needed. This innovative benefit ensures your financial resources work for you.

Alongside competitive compensation, we provide a comprehensive benefits package that includes:

  • Medical Insurance with Drug and Vision coverage; 100% of Employee's Self-Coverage paid by the Company, plus a subsidy for Family-Coverage
  • Dental Insurance; 100% of Employee's Self-Coverage covered by the Company, with low-cost options for Family-Coverage
  • 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
  • Up to Thirty-Five (35+) Paid Days Off Annually
  • Flexible Spending Accounts for Healthcare and Dependent Care
  • Employee Assistance Program (EAP)
  • And many more benefits to support your professional growth and well-being.

Position Purpose:

The Call Center Representative is responsible for managing a variety of member inquiries, addressing concerns, and providing essential assistance regarding Credit Union services. This role involves handling both inbound and outbound communications, actively listening to identify member needs, and delivering effective solutions.

Key Responsibilities:

  • Take ownership of member interactions, providing accurate and satisfactory responses to inquiries and concerns.
  • De-escalate challenging situations, offering empathetic support and informing members about new products and services.
  • Process transactions and service requests with accuracy and efficiency.
  • Navigating various applications to assist members promptly.
  • Guide callers through troubleshooting processes or navigating the Credit Union's digital platforms.
  • Cross-sell various Credit Union products and services.
  • Complete and file necessary regulatory documentation.
  • Assist members in opening accounts and completing loan applications.
  • Conduct presentations at various community locations.
  • Perform additional duties as assigned.

Performance Expectations:

  • Achieve service level objectives (NPS).
  • Process service requests and transactions accurately.
  • Maintain professionalism and courtesy in all communications.
  • Meet productivity standards for call handling.
  • Exhibit strong time management and organizational skills.

Qualifications:

Education/Certification: High school diploma or GED is required.

Required Knowledge: Basic proficiency in MS Office is preferred.

Experience: One to two years of experience in customer service or member relations.

Skills/Abilities: Proficient in the core systems used by the credit union.

Exceptional customer service, interpersonal, and mathematical skills.

Ability to thrive in a fast-paced environment and manage complex phone systems.

Strong verbal and written communication skills.

Working Conditions:

Office environment that is air-conditioned and smoke-free.

Attendance Requirements:

Scheduled attendance may vary based on business needs.

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