Customer Service Specialist

2 weeks ago

Idaho Falls, Idaho, United States Frontier Credit Union Full time
Job Overview

Position Summary:

The individual in this role is accountable for managing all incoming communications for the credit union, ensuring a welcoming demeanor and acting as a reliable source of information during each interaction. This position provides comprehensive assistance to callers, including details about our offerings, technical support, and processing of financial transactions as needed. The role also involves identifying opportunities to promote additional products and services based on member requirements. The goal is to achieve resolution on the first contact or, when necessary, direct calls to specialized team members. Service is also provided through Live Chat and other communication channels.

Key Responsibilities:

  • Timely response to incoming calls, chats, and video inquiries.
  • Assess and address member needs with a high level of expertise regarding the credit union's offerings, promotions, and operational guidelines.
  • Proactively and professionally recommend beneficial products and services to support the financial well-being of our members.
  • Efficiently and accurately execute financial transactions as requested by members.
  • Investigate and resolve discrepancies and account issues, collaborating with other departments as necessary.
  • Communicate relevant issues regarding credit union operations and member accounts to appropriate departments.
  • Consistently contribute positively to achieve personal, team, and organizational objectives.
  • Deliver exceptional service to both internal and external members.
  • Understand, implement, and adhere to all Credit Union Policies and Procedures, as well as applicable State and Federal regulations, including the Bank Secrecy Act (BSA).
  • Assist colleagues with related tasks as required.
  • Perform other assigned duties appropriate to the position.

Qualifications:

  • High school diploma or equivalent.
  • A minimum of six months of experience in customer service is required; experience in a call center or financial environment is highly preferred.
  • Proven ability to recommend products and services based on member needs.
  • Familiarity with Credit Union products and services; strong verbal and written communication skills; proficient with PCs and standard software.
  • Friendly and approachable with excellent interpersonal and public relations skills; communicates with courtesy and professionalism in person and over the phone.
  • Exhibits sound judgment and creative problem-solving abilities; capable of explaining the rationale and process of resolutions.
  • Competent in using PCs and standard software.
  • Strong typing skills are required.
  • Ability to work independently with minimal supervision; effectively collaborates as part of a team.
  • Ability to comprehend and execute various written instructions and follow verbal guidance.
  • Effectively manages interactions with diverse personalities and cultures, demonstrating the highest standards of member service.
  • Upholds and promotes professional and ethical standards, ensuring fair treatment of all individuals.
  • Demonstrates precision, efficiency, and quality in work; adept at managing multiple tasks and shifting priorities.
  • Regularly reports to work, maintaining reliable and punctual attendance; available to work as needed based on business requirements.
  • Bilingual proficiency in English and Spanish is preferred.

Physical Requirements:

This role requires the ability to communicate effectively via telephone (reasonable accommodations may be provided). The position involves primarily sedentary work with limited physical exertion, including operating standard office equipment such as computers, keyboards, telephones, copiers, and calculators. The individual may need to work on a computer for extended periods.

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