Customer Service Specialist

2 weeks ago


Marlborough, Massachusetts, United States Complete Staffing Inc Full time
Position Overview:

We are seeking a dedicated Customer Service Specialist to work within a dynamic Contact Center environment. This role is essential in bridging the gap between our organization and its valued members, ensuring that their needs are met efficiently and effectively.


Key Responsibilities:
  • Actively engage with members to address inquiries, resolve issues, and manage complaints, prioritizing member satisfaction in every interaction.
  • Develop and maintain positive relationships with members to identify their needs and recommend suitable products and services.
  • Handle a high volume of incoming and outgoing calls while utilizing multiple computer systems to provide timely assistance.
  • Deliver comprehensive account information to members, including balances, transaction details, fees, and other essential data.
  • Process requests for account maintenance, including funds transfers, loan payments, and account modifications, ensuring accuracy and efficiency.
  • Assist members with digital banking inquiries, troubleshooting issues related to online and mobile banking platforms.
  • Conduct loan interviews and facilitate the processing of consumer loan and credit card applications.
  • Investigate and resolve member complaints or service-related issues promptly, escalating to management when necessary.
  • Stay informed about all products and services to identify opportunities for upselling and enhancing member relationships.
  • Participate in ongoing training to enhance skills and knowledge, ensuring compliance with risk and regulatory standards.
  • Safeguard the confidentiality and security of all member information in accordance with applicable laws and regulations.

Qualifications:

The ideal candidate will possess strong verbal communication skills, meticulous attention to detail, and the ability to manage sensitive information. A high school diploma or equivalent is required, along with specialized coursework in retail services. Previous experience in a customer support role within the banking or financial services sector is preferred.

Successful candidates will demonstrate the ability to perform tasks efficiently in a fast-paced environment, adapt to various personality types, and effectively multitask. Proficiency in Spanish or Portuguese is a plus.



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