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Customer Service Specialist

2 months ago

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

Greenwood Credit Union is excited to announce an opening for a Customer Service Specialist within our Call Center. We provide a competitive salary, comprehensive benefits, and a supportive work environment that encourages professional growth.


Position Summary:

This role is essential in delivering a wide range of member service and sales support through various communication channels including phone, email, and mail. The primary focus is to address member inquiries, resolve issues, process requests, and assist both prospective 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 with a consultative approach to identify the needs of members regarding the Credit Union's products and services.
  • Investigate and address member inquiries, issues, and complaints related to accounts and services, ensuring effective resolution and directing them to the appropriate departments when necessary.
  • Assist members with account-related issues and efficiently process routine maintenance transactions.
  • Accurately complete and submit all necessary forms related to member accounts.
  • Address alerts regarding fraudulent activities on accounts and communicate with members about their inquiries.
  • Promote and assist members in utilizing the Credit Union's electronic services such as 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 ongoing improvement of call center operations.
  • Foster a collaborative and respectful work environment.
  • Exemplify the core values of Greenwood Credit Union and maintain a professional demeanor at all times.
  • Continuously update knowledge of Credit Union products and services.
  • Adhere to all policies, procedures, and regulatory requirements relevant to the position.
  • Participate in required training and professional development activities.

Qualifications:

  • High school diploma or equivalent work experience.
  • Three years of experience in a customer service or call center setting, with strong customer service skills.
  • Experience in the financial services industry is preferred.
  • Familiarity with standard banking transactions and terminology.
  • Fluency in English is required; bilingual candidates are a plus.
  • Excellent interpersonal and communication skills, both verbal and written.
  • Proficient in computer skills, including data entry and Microsoft Office applications.
  • Ability to maintain professionalism in challenging situations.
  • Strong organizational and time management abilities.
  • Critical thinking and problem-solving skills.
  • Attention to detail and ability to identify procedural discrepancies.
  • Flexibility in work hours and assignments.
  • Commitment to confidentiality and exceptional member service.

Physical Requirements:

Employees in this role are regularly required to speak, hear, and sit for extended periods. The position may involve standing, walking, and occasionally lifting up to 25 pounds. Vision requirements include the ability to use computers for extended periods.

Work Environment:

This position operates within a call center environment, which typically has a moderate to high noise level.


Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer, 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.