Customer Service Representative

4 weeks ago

Des Moines, Iowa, United States Marine Credit Union Full time

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Marine Credit Union. As a Contact Center Specialist, you will be responsible for providing exceptional customer service to our members via telephone or other forms of correspondence.

Main Responsibilities

  • Provide service and information to credit union members in a pleasant, professional, and efficient manner.
  • Verify members and prevent fraud.
  • Research and resolve member questions, issues, and complaints.
  • Act as a liaison between members and back-office departments.
  • Assist members with complex problems and provide follow-up support.
  • Process account transactions and provide technical support for digital banking and online account opening.
  • Educate members on efficient ways to conduct business with the credit union.
  • Advance member lives by actively listening to their needs and offering solutions.
  • Maintain confidentiality of member and employee-related business.

Requirements

  • Provide exceptional customer service to members and internal staff.
  • Be a member advocate by actively listening and applying solutions.
  • Maintain knowledge of loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
  • Abide by all applicable regulations, policies, and procedures.
  • Provide timely, complete, and accurate information to members.
  • Achieve daily metrics related to the number of members helped.
  • Successfully resolve member issues and complaints with one call resolution.
  • Ability to multi-task while using computer programs.
  • Availability to work 8 AM – 5 PM Monday – Friday and one Saturday per month 8 AM – 1 PM.

Preferred Qualifications

  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work independently and within a team.
  • Detail-oriented with strong computer skills.
  • Strong analytical and problem-solving skills.
  • Ability to build influential relationships with internal and external members.
  • Effective conflict management skills.
  • Ability to use judgment and work independently to solve day-to-day problems.
  • Proven sales ability to identify member needs and offer products or services.

Experience

  • A minimum of 2 years previous customer service experience.
  • Previous experience with phone-related work highly desired.
  • Experience working within a financial or sales role a plus.
  • Previous experience working in a remote setting or environment.

Education

  • High School Diploma or equivalent required.
  • Post-secondary education preferred.

Physical Requirements

  • Long periods of sitting will occur regularly.
  • Occasional lifting and/or moving 15 lbs or less.

This job description is not a complete statement of all duties and responsibilities comprising this position.

Why Work at Marine Credit Union

We offer a competitive compensation package with a low-cost comprehensive benefits program for full-time employees. We value a work-life balance by providing a PTO and paid holiday program and giving additional PTO when our employees volunteer. We provide excellent paid training, on-going professional development opportunities, and value internal mobility. We have the resources to take your career to new heights.

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