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Customer Support Specialist

2 months ago

Knoxville, Tennessee, United States UT Federal Credit Union Full time
Job Overview

SUMMARY:

The role involves addressing and responding to inquiries from members through the telephone support center. The individual is expected to deliver exceptional service to both current and prospective members via various communication channels including phone, email, and online banking. As the first point of contact, the representative embodies the credit union's values in a professional and courteous manner, ensuring timely and effective assistance to members and staff alike.

KEY RESPONSIBILITIES:

  • Delivers friendly and responsive service to all members, fostering and maintaining positive relationships with both members and colleagues while adhering to the credit union's service standards.
  • Handles complaints, resolves issues, and appropriately addresses inquiries received through the contact center.
  • Possesses comprehensive knowledge of consumer products and services offered by the credit union, enabling accurate assistance with:
    • Share and draft accounts
    • Certificates
    • Loan offerings
    • Credit and debit card services
    • Online, mobile, and telephone banking
    • Wire transfers
    • Direct deposits
    • Payroll deductions
    • Additional services as required
  • Demonstrates foundational knowledge of business products and services, along with relevant policies and regulations.
  • Efficiently processes financial transactions and maintains member account files within established authority levels.
  • Educates members on suitable products and services to enhance their experience while achieving referral and sales targets set by the credit union.
  • Maintains confidentiality regarding all member information.
  • Effectively manages risks by accurately processing requests for stop payments and disputes related to unauthorized transactions.
  • Provides support to fellow employees in utilizing electronic interfaces, including online and mobile banking platforms.
  • Accurately performs daily operational tasks, such as balancing transactions at the beginning and end of the day.
  • Prepares and maintains assigned reports.
  • Actively engages in branch and staff meetings to stay informed about organizational matters and promotional initiatives; keeps current on policies and regulations.
  • Participates in training sessions to enhance job knowledge and performance, taking initiative for personal development and seeking opportunities to acquire new skills.

PERFORMANCE EXPECTATIONS:

Customer Support Specialists are expected to exhibit excellent communication skills, attentively listening to member needs and providing informed recommendations on products and services in a friendly manner to build lasting relationships. They should demonstrate patience, empathy, and responsiveness when interacting with members and colleagues. Successful representatives will be organized, focused, and capable of adapting to dynamic situations. They will consistently meet referral and sales goals by identifying appropriate products and services for members. A collaborative spirit and creative problem-solving abilities are essential for this role.

MINIMUM QUALIFICATIONS:

  • Adherence to the highest ethical standards.
  • Positive demeanor with both members and colleagues, maintaining flexibility while focusing on established practices and productivity.
  • Awareness of the credit union's mission and brand values.
  • Compliance with the service standards set by the credit union.
  • Strong understanding of financial products and services.
  • Proven sales skills with the ability to meet sales objectives.
  • Regular and reliable attendance.
  • Exceptional verbal and written communication skills.
  • Professional appearance in line with the established dress code.
  • Proficiency in technology, including computer literacy.

EDUCATION AND EXPERIENCE:

A high school diploma (or GED) is required, along with 6 months to 2 years of relevant experience in customer service, financial institutions, or sales; or an equivalent combination of education and experience.

LANGUAGE AND MATHEMATICAL SKILLS:

Ability to read and interpret various documents, write routine reports, and communicate effectively with members. Proficiency in basic mathematical skills, including addition, subtraction, multiplication, and division, is necessary.

REASONING ABILITY:

Ability to apply common sense to follow instructions and address problems involving multiple variables.

WORK ENVIRONMENT:

The role is primarily office-based, with a climate-controlled environment that may experience fluctuations in temperature and moderate noise levels due to multiple phones and computer equipment.

MENTAL DEMANDS:

The position requires alertness to member needs, resourcefulness in problem-solving, and precision in updating member accounts. The representative must manage a fluctuating volume of calls while maintaining professionalism under potentially stressful conditions.

Thank you for considering a career with UT Federal Credit Union. All employment offers are contingent upon the successful completion of a comprehensive background check.