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Call Center Specialist

2 months ago


Freehold, New Jersey, United States First Financial Federal Credit Union Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our team as a Call Center Representative. As a key member of our customer service team, you will be responsible for providing exceptional service to our members via telephone and chat.

Key Responsibilities
  • Provide timely and effective resolution to member inquiries and issues
  • Handle large volumes of inbound and outbound calls in a professional and courteous manner
  • Answer member inquiries by clarifying desired information and providing accurate solutions
  • Resolve problems by clarifying issues, researching and exploring answers, and implementing solutions
  • Evaluate member needs and offer appropriate financial products and services
  • Seize opportunities to sell additional services to members by recognizing their needs and explaining features
  • Basic research of accounts to resolve any discrepancies
  • Assist members with technical issues related to online banking, Debit/ATM, and escalate issues to the appropriate department
  • Maintain the Credit Union's database by updating member information
  • Process all mail and perform other job duties as assigned
Requirements
  • Superior customer service and excellent listening skills
  • Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
  • Ability to multi-task and answer calls and respond to internet messages
  • Requires full knowledge of credit union products and services preferred
  • High level of interpersonal skills
  • Good reasoning ability/problem solving skills
  • Solid math skills - able to compute rate, ratio, and percentages
  • Team oriented - contributes to building a positive team spirit
  • Speaks clearly and has strong phone and verbal communication skills along with active listening
  • Good computer skills - able to learn new programs/systems
  • HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business
Additional Information

As a First Financial employee, you'll enjoy a challenging work environment and a great benefits package including Medical, Dental, Rx, Vision, Life Ins., Retirement Plans, Vacation, Sick and Personal. All your information will be kept confidential according to EEO guidelines.