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Customer Service Representative

2 months ago

Titusville, Florida, United States Launch Credit Union Full time
Contact Center Representative

This role offers an optional hybrid work arrangement, allowing for a combination of in-office and remote work on a weekly basis. To be eligible, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work.

The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Key Responsibilities
  • Provide excellent service through telephone and e-service channels, resolving member questions, inquiries, and requests while adhering to all internal policies and procedures.
  • Identify and refer credit union products and services, processing transactions as needed.
  • Demonstrate member focus through consistent, superior service, exhibiting positive, constructive, and supportive behavior with members and coworkers.
  • Assist members with a variety of questions and account issues, providing general credit union information and assisting with Digital Banking and Bill Payer questions.
  • Troubleshoot discrepancies or inquiries regarding members' account history, debit card transactions, and Digital Banking, completing research requests and forwarding complex problems to the Contact Center Lead or Manager for assistance.
  • Stay abreast of and cross-sell the credit union's complete line of products and services.
  • Remain diligent with email traffic for member correspondence and important Credit Union notifications, responding in a timely manner.
  • Post deposits, loan payments, transfers funds between accounts, process member fee requests, and clearing differences.
  • Maintain accurate records of transactions and balances daily work.
Requirements
  • A minimum of two years of customer service experience in a financial institution or call center.
  • A high school education or GED.
  • Ability to identify member needs and recommend appropriate products and services.
  • Strong written, oral, and interpersonal skills.
  • Detail-oriented, organized, accurate, able to work under pressure, ability to adapt to change, ability to effectively multi-task and problem-solving skills.
  • Good judgment and decision-making skills.
  • Ability to learn and apply knowledge of all credit union accounts and services, including electronic services.
  • Ability and willingness to refer credit union products and services by utilizing existing customer service skills and tools attained through credit union training and coaching sessions.