Customer Service Specialist

2 weeks 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 shifts from 9 AM to 1 PM.

OBJECTIVE: The main goal of this role is to uphold our commitment to fostering valued relationships and providing trusted solutions. This position is essential in delivering exceptional service to both internal and external members, addressing inquiries, and resolving issues promptly and courteously in alignment with our Member Service Standards.

KEY RESPONSIBILITIES:

  • Engage with members through phone, live chat, or email, identifying the purpose of their contact and either completing the transaction or directing them to the appropriate team member.
  • Exhibit proficiency in promoting Credit Union products and services to enhance member relationships.
  • Manage multiple tasks effectively in a dynamic call center environment.
  • Provide comprehensive service across the full spectrum of Credit Union offerings.
  • Assist members in troubleshooting account issues or conducting account research.
  • Educate and enroll members in the Financial Center's electronic services, including online banking and bill payment solutions.
  • Demonstrate expertise in all Credit Union electronic services to offer technical support to both new and existing users.
  • Address member inquiries regarding available services, payroll options, interest rates, and operational hours.
  • Perform additional duties as required by the position.

QUALIFICATIONS:

  • High school diploma or equivalent required.
  • Minimum of two years of experience in a financial institution or call center setting, with familiarity in relevant policies and procedures.
  • Entry-level candidates with less than two years of experience may be considered for the Contact Center Representative I role.
  • Candidates with two or more years of relevant experience may qualify for the Contact Center Representative II role, which includes additional responsibilities such as handling escalated calls.
  • Consistent ability to meet or exceed sales and service objectives is expected.
  • Professionalism, courtesy, and diplomacy are crucial for this position, which involves frequent interaction with others.
  • Strong written and verbal communication skills are essential.
  • Familiarity with Credit Union bylaws, policies, and applicable state and federal regulations is preferred.
  • Proficient service attitude with effective follow-up on member interactions.
  • Competence in Microsoft Office and other Credit Union systems is required or expected to be acquired within 90 days.

WORK ENVIRONMENT: The role may require mobility within the office, continuous communication with members, repetitive tasks, and a strong focus on security. The work is conducted in a standard office setting.

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