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Customer Service Specialist

2 months ago

Indianapolis, Indiana, United States Financial Center First Credit Union Full time
Job Overview

POSITION TITLE: Contact Center Representative

REPORTS TO: Contact Center Team Lead

PAY GRADE: 6

DEPARTMENT: Contact Center

FLSA STATUS: Non-Exempt

This part-time role operates Monday to Friday from 2 PM to 6 PM, with rotating Saturday hours from 9 AM to 1 PM.

OBJECTIVE: The primary goal of this position is to uphold our commitment to fostering valued relationships and providing trusted solutions. To achieve this, the role requires delivering exceptional service to both internal and external members. The representative addresses member inquiries and resolves issues promptly and courteously, adhering to our Member Service Standards.

KEY RESPONSIBILITIES:

  • Handles member interactions via phone, live chat, or email, determining the purpose of each contact and either completing the necessary transactions or directing them to the appropriate staff member.
  • Demonstrates the ability to effectively promote Credit Union products and services to enhance member relationships.
  • Manages multiple tasks efficiently in a dynamic call center environment.
  • Provides service for the full spectrum of Credit Union products and services.
  • Aids members in resolving account issues or conducting account research.
  • Educates and enrolls members in the Credit Union's electronic services, including online banking and bill payment options.
  • Possesses proficiency in all electronic services to offer technical support to both new and existing users.
  • Responds to member inquiries regarding available services, payroll deductions, interest rates, and operational hours.
  • Performs additional duties as required by the position.

QUALIFICATIONS:

  • High school diploma or equivalent.
  • Two years of prior experience in a financial institution or call center environment, with familiarity in relevant policies and procedures.
  • Entry-level candidates with less than two years of related experience may be considered.
  • Experienced candidates with two or more years in a similar role may have additional responsibilities, including handling escalated calls.
  • Consistently meets or exceeds sales and service objectives.
  • Exhibits courtesy, tact, and diplomacy in all interactions, necessitating significant personal contact.
  • Requires strong written and verbal communication skills and interpersonal abilities.
  • Familiarity with Credit Union bylaws, policies, and state and federal regulations is essential.
  • Demonstrates a professional service attitude, with effective follow-up on outstanding issues.
  • Proficient in Microsoft Office and other relevant systems, or willing to become proficient within 90 days.

WORK ENVIRONMENT: The role may involve physical mobility within the office, ongoing communication with members, repetitive tasks, and a high level of attention to security. The work is conducted in a standard office setting.