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Customer Service Specialist

2 months ago

Warwick, Rhode Island, United States Greenwood Credit Union Full time
Position Overview

Greenwood Credit Union is seeking a dedicated Customer Service Specialist to enhance our Call Center operations. We provide a competitive compensation package, comprehensive benefits, and a supportive work environment that fosters professional growth.


Role Summary:

The primary responsibility of this role is to deliver a wide range of member support and sales services in a courteous and professional manner through various communication channels, including phone, email, and mail. This includes addressing member inquiries, resolving issues, processing requests, and assisting both potential and current members in navigating the Credit Union's offerings in accordance with established policies and regulations.

Key Responsibilities:

  • Respond to incoming calls and make outbound calls, utilizing a consultative approach to identify the needs of members and potential members regarding the Credit Union's products and services.
  • Investigate and address member inquiries, concerns, and complaints related to accounts, products, and services, directing them to the appropriate departments when necessary.
  • Assist members with account-related issues and efficiently process routine account maintenance transactions.
  • Complete and submit all member-related forms accurately and in a timely manner.
  • Address alerts regarding potential fraudulent activities on accounts and communicate necessary information to members.
  • Promote and assist members in utilizing the Credit Union's electronic services, including online banking and bill payment options.
  • Enhance member relationships by identifying opportunities for cross-selling and upselling relevant products and services.
  • Support loan application processes and provide assistance with loan servicing inquiries.
  • Contribute to the continuous improvement of call center operations through process enhancements.
  • Collaborate with team members and other departments to ensure efficient service delivery to members.
  • Exemplify teamwork, respect, and effective communication in a diverse workplace.
  • Uphold the core values of Greenwood Credit Union and maintain a professional demeanor at all times.
  • Acquire and maintain comprehensive knowledge of Credit Union products and services.
  • Ensure compliance with all relevant policies, procedures, and regulations.
  • Participate in ongoing training and professional development opportunities.

Qualifications:

To excel in this position, candidates should meet the following criteria:

  • High school diploma or equivalent experience.
  • A minimum of three years of experience in a customer service or call center role, demonstrating superior customer service skills.
  • Experience in the financial services sector is preferred.
  • Familiarity with standard banking transactions and terminology.
  • Fluency in English; bilingual skills are a plus.
  • Strong interpersonal, communication, and relationship-building skills.
  • Proficient in computer applications, with accurate data entry and strong mathematical abilities.
  • Ability to maintain professionalism in challenging situations.
  • Demonstrated proficiency in Microsoft Office and internet navigation.
  • Self-motivated and capable of thriving in a fast-paced environment.
  • Excellent organizational and time management skills.
  • Strong analytical and problem-solving abilities.
  • Attention to detail with the ability to identify and rectify procedural errors.
  • Dependability and flexibility regarding work hours and assignments.
  • Commitment to confidentiality and exceptional member service.
  • Professional appearance and demeanor.
  • Willingness to undergo background checks as required.

Physical Requirements:

Employees in this role must be able to:

  • Communicate effectively, both verbally and in writing.
  • Remain seated for extended periods and perform tasks that require manual dexterity.
  • Occasionally lift and move items weighing up to 25 pounds.
  • Utilize computer systems for extended periods.

Work Environment:

This position operates within a call center setting, characterized by a moderate to high noise level.


Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer, committed to providing equal employment opportunities to all individuals without regard to race, color, ethnicity, religion, gender, age, national origin, sexual orientation, gender identity, disability, or any other category protected by law.