Customer Support Specialist

2 weeks ago

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

Greenwood Credit Union invites you to explore a rewarding career opportunity within our Customer Support team. We pride ourselves on offering a competitive compensation package, comprehensive benefits, and a supportive atmosphere that fosters professional growth and camaraderie.

Position Summary:

The primary responsibility of this role is to deliver a wide range of member assistance and sales support 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 helping both prospective and current members navigate the Credit Union's offerings in accordance with established policies and regulations.

Key Responsibilities

The core duties of this position encompass, but are not limited to:
  • Efficiently manage incoming calls and initiate outgoing communications, utilizing a consultative approach to identify member needs regarding products and services.
  • Investigate and address member inquiries, concerns, and complaints related to accounts and services, directing them to appropriate departments when necessary.
  • Assist members with account-related issues and execute various routine account maintenance tasks accurately and promptly.
  • Complete and process all member-related documentation and ensure proper forwarding to relevant departments.
  • Respond to alerts regarding potential fraudulent activities on accounts and communicate necessary information to members.
  • Promote and guide members in utilizing e-services such as online banking and bill payment options.
  • Proactively enhance member relationships by recommending suitable Credit Union products and services.
  • Support loan application processes and provide assistance with loan servicing inquiries.
  • Contribute to the ongoing improvement of call center operations to enhance overall efficiency.
  • Perform additional tasks as needed to support departmental objectives and collaborate with other teams.
  • Foster a culture of teamwork, respect, and effective communication in a diverse workplace.
  • Uphold the core values of Greenwood Credit Union and represent the organization with professionalism and a positive attitude.
  • Acquire and maintain comprehensive knowledge of Credit Union products and services.
  • Ensure compliance with all relevant policies, procedures, and regulations.
  • Participate in required training and professional development opportunities.
Qualifications

To excel in this role, candidates must demonstrate the ability to fulfill each essential duty effectively.

The qualifications listed below reflect the necessary knowledge, skills, and abilities:
  • High school diploma or equivalent work experience.
  • A minimum of three years in a customer service or call center setting, showcasing exceptional customer service skills.
  • Preferred experience in the financial services sector.
  • Familiarity with standard banking transactions and terminology.
  • Fluency in English; bilingual abilities are a plus.
  • Strong interpersonal, communication, and relationship-building skills.
  • Proficient in computer skills, including data entry and basic mathematical functions.
  • Ability to maintain professionalism in challenging situations.
  • Proficient in Microsoft Office and internet navigation.
  • Self-motivated and capable of thriving in a fast-paced environment.
  • Strong organizational and time management skills.
  • Critical thinking and problem-solving abilities.
  • Attention to detail with the capacity to identify and rectify errors.
  • Knowledge of proper communication etiquette.
  • Dependability and flexibility regarding work hours and assignments.
  • Commitment to confidentiality and outstanding member service.
  • Professional demeanor and image.
  • Consent to undergo background screenings as required.
Physical Requirements

The physical demands outlined below represent those that must be met by an employee to successfully perform the essential functions of this role.

While executing the responsibilities of this position, the employee is regularly required to:

communicate verbally, listen, sit for extended periods, stand, walk, reach, and use hands for various tasks. Specific vision abilities include those necessary for computer use for extended periods.

Work Environment

This position operates within a call center setting, where the noise level can vary from moderate to high.

Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer, ensuring equal employment and advancement opportunities for 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.

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