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Customer Service Specialist
2 months ago
We are seeking dedicated individuals with the ability to work flexible hours, including weekends, to join our dynamic team at Complete Staffing.
Role Summary:
Under the guidance of the Member Solutions Center Manager, this role acts as a vital link between the Credit Union and its members, delivering exceptional account-related services in a fast-paced contact center environment.
The representative will handle a variety of member service tasks through phone and email communications, ensuring the continuous effectiveness of member support in alignment with established Credit Union policies and procedures.
Key Responsibilities:
Take ownership of resolving member inquiries, issues, and complaints, prioritizing member satisfaction in every action and decision.
Develop and maintain positive relationships with Credit Union members to identify their needs and suggest suitable products and services.
Perform various functions within the scope of authority to deliver the highest level of service and responsiveness to members.
Essential Duties:
Handle a high volume of inbound and outbound calls while efficiently navigating multiple computer applications.
Identify and clarify member needs, research issues, and provide effective solutions while maintaining a courteous and confident demeanor.
Provide account information to members, addressing questions and resolving issues related to balances, transactions, fees, and product details.
Process member requests for account maintenance, including funds transfers, loan payments, and various account modifications in a timely and accurate manner.
Diagnose and resolve digital banking issues for members, including online and mobile banking functionalities.
Conduct loan interviews and process applications for consumer loans and credit cards.
Investigate member complaints or issues related to accounts or services, resolving them promptly or escalating as necessary.
Maintain comprehensive knowledge of all products and services to identify opportunities for upselling and enhancing member relationships.
Meet or exceed individual and team performance goals.
Participate in ongoing training to enhance knowledge and performance.
Adhere to risk and regulatory standards, identifying issues that require escalation to management.
Ensure the security and confidentiality of all account information, complying with applicable laws and regulations.
Additional Responsibilities:
Work a rotating Saturday schedule as required.
Perform other related duties as assigned.
Qualifications:
To succeed in this role, candidates must demonstrate the ability to perform essential duties effectively. Reasonable accommodations may be made for individuals with disabilities.
Strong verbal communication skills, attention to detail, organizational skills, and the ability to handle sensitive information are essential.
Candidates should exhibit the ability to perform detailed tasks quickly and accurately, adapting to various personality types with high energy and proven multitasking capabilities in a fast-paced environment.
Proficiency in Spanish or Portuguese is a plus.
Education and Experience:
A high school diploma or equivalent, along with specialized coursework in retail services, is required. Previous experience in loan, banking, or financial services in a customer support capacity is preferred. Proficiency in using various office equipment and navigating multiple computer applications is necessary.
