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Customer Service Specialist

2 months ago

Valparaiso, Indiana, United States Regionalfcu Full time

Job Openings:
Customer Service Specialist - Full-Time

Salary:
$17.50 per hour

Work Schedule:
Monday - Saturday

Key Responsibilities:

The Customer Service Specialist role is situated in a dynamic environment and necessitates the capacity to deliver outstanding service through attentive listening to member requests and either fulfilling those requests or transferring the call to another representative who will take ownership of the member's needs.

Ensure compliance with state and federal regulations as well as company policies. Collaborate with a team to guarantee the provision of Exceptional Member Service.

Responsible for addressing member telephone inquiries promptly, accurately, and professionally, as well as managing member email inquiries with the same level of promptness and accuracy, utilizing proper grammar and punctuation to maintain professional communication.

Follow member authentication protocols to safeguard the account information of our members.
Handle a high volume of calls and emails daily while prioritizing follow-through.
Assist members with inquiries and build rapport to understand their service requirements.
Effectively manage complaints regarding service and direct them to the appropriate personnel for resolution.
Escalate member issues appropriately and accurately according to departmental guidelines.
Maintain confidentiality and sensitivity in all aspects of internal and external communications.
Actively engage in learning about all REGIONAL products and procedures to respond to member inquiries effectively.
Share knowledge of credit union products, features, and benefits with members.
Refer additional credit union products and services by recognizing member needs or soliciting further information.
Process requests for check orders, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
Maintain a high quality of work with exceptional attention to detail.
Report suspicious transactions or unusual occurrences to a supervisor.
Conduct all work in accordance with established regulations, policies, and procedures.
Uphold member confidentiality as mandated by REGIONAL federal credit union.
Participate in ongoing skill, compliance, and security training as required for the position and apply knowledge in daily tasks.
Other duties as assigned.

Qualifications:
Available to work Monday through Friday from 8 a.m. to 6 p.m. and Saturdays from 9 a.m. to noon. Monthly schedules are provided.
Minimum of 40 hours per week.
At least one year of customer service experience with significant phone and online member service experience preferred.
Ability to communicate clearly and effectively over the telephone with members and colleagues.
Exhibit strong member service and problem-solving skills while addressing inquiries with tact, diplomacy, and patience.
Knowledge of credit products and services.
Exceptional organizational, time management, and follow-up skills. Excellent interpersonal skills and the ability to communicate effectively with members, employees, and external service providers.
Ability to adhere to detailed instructions and a wide range of procedures requiring sound judgment.
Proficient typing and computer skills, particularly in Microsoft Word and Excel, and the ability to navigate software systems.

Additional Information:

Our company is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Physical Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA).