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Customer Service Representative

2 months ago

Valparaiso, Indiana, United States Regional Federal Credit Union Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Regional Federal Credit Union. As a key member of our customer service team, 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: Respond to member telephone inquiries promptly, correctly, and professionally, and manage member email inquiries promptly and correctly, using proper grammar and punctuation to ensure professional communication.
  • Manage High-Volume Calls and Emails: Manage a high volume of calls and emails daily and prioritize follow-through.
  • Assist Members with Inquiries: Assist members with inquiries and establish a rapport to understand their service needs.
  • Handle Complaints: Appropriately handle complaints regarding service, and route them to the proper personnel for resolution.
  • Maintain Confidentiality: Maintain confidentiality and sensitivity in all aspects of internal and external contacts.
  • Stay Up-to-Date on Products and Procedures: Actively learn about all Regional products and procedures to respond to member inquiries effectively.
  • Share Knowledge of Credit Union Products: Share knowledge of credit union products, features & benefits, with members.
  • Refer Additional Products and Services: Refer additional credit union products & services by recognizing member needs or asking for additional information.
  • Process Requests: Process requests for check orders, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
  • Maintain High Quality of Work: Maintain high quality of work, with excellent attention to detail.
  • Report Suspicious Transactions: Report suspicious transactions or unusual occurrences to supervisor.
  • Comply with Regulations and Policies: Perform all work in compliance with established regulations, policies, and procedures.
Requirements
  • Customer Service Experience: Minimum of one year of customer service experience with significant phone and online member service experience preferred.
  • Communication Skills: Ability to communicate clearly and effectively over the telephone with members and co-workers.
  • Problem-Solving Skills: Provide strong member service and problem-solving skills while responding to inquiries with tact, diplomacy, and patience.
  • Credit Products and Services Knowledge: Knowledge of credit products and services.
  • Organization and Time Management Skills: Exceptional organization, time management and follow-up skills.
  • Interpersonal Skills: Excellent interpersonal skills and ability to communicate effectively with members, employees, and outside service providers.
  • Technical Skills: Must have proficient typing and computer skills, specifically Microsoft Word and Excel and the ability to navigate software systems.