Customer Service Specialist

1 week ago

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

Greenwood Credit Union is excited to announce a rewarding opportunity within our Customer Service department. We provide a competitive salary, comprehensive benefits, and a supportive environment that fosters professional growth and development.


Position Summary:

This role is primarily focused on delivering a wide range of member service and sales activities in a courteous and professional manner through various communication channels including phone, email, and mail. Responsibilities include addressing member inquiries, resolving issues, processing requests, and assisting both potential and existing members in navigating the Credit Union's offerings in accordance with established policies and regulations.

Key Responsibilities:

  • Respond promptly to incoming calls and make outgoing calls, utilizing a consultative approach to identify the needs of members regarding the Credit Union's products and services.
  • Investigate and resolve member inquiries, issues, and complaints related to accounts and services, ensuring members are directed to the appropriate departments when necessary.
  • Assist members with account-related problems and efficiently process routine account maintenance transactions.
  • Accurately complete and submit all member-related forms to the appropriate departments.
  • Address alerts related to fraudulent activities on accounts and communicate with members regarding their inquiries.
  • Promote and assist members in utilizing the Credit Union's electronic services, including online banking and bill payment options.
  • Enhance member relationships by identifying opportunities for cross-selling and upselling Credit Union products that meet their needs.
  • Support loan application processes and provide assistance with loan servicing inquiries.
  • Contribute to the continuous improvement of call center operations and collaborate with other departments to enhance service delivery.
  • Foster a culture of teamwork, respect, and effective communication within a diverse workplace.
  • Exemplify Greenwood Credit Union's core values and maintain a high level of professionalism and positive demeanor.
  • Stay informed about Credit Union products and services to provide accurate information to members.
  • Adhere to compliance regulations and complete required training as assigned.

Qualifications:

To be successful in this role, candidates must meet the following criteria:

  • High school diploma or equivalent work experience.
  • Three years of experience in a customer service or call center environment with exceptional customer service skills.
  • Preferred experience in the financial services industry.
  • Understanding of standard banking transactions and terminology.
  • Fluency in English; bilingual skills are a plus.
  • Strong interpersonal, verbal, and written communication skills.
  • Proficient in computer skills, including data entry and Microsoft Office applications.
  • Ability to maintain professionalism in challenging situations.
  • Self-motivated with the ability to work efficiently in a fast-paced environment.
  • Strong organizational and time management skills.
  • Critical thinking and problem-solving abilities.
  • Attention to detail with the capability to identify and rectify errors.
  • Dependability and flexibility in work hours and assignments.
  • Commitment to confidentiality and outstanding member service.

Physical Requirements:

Employees in this position must be able to:

  • Communicate effectively, both verbally and in writing.
  • Sit for extended periods and perform tasks that require reaching and grasping.
  • Occasionally lift and move items weighing up to 25 pounds.

Work Environment:

This position operates within a call center environment characterized by moderate to high noise levels.


Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer, providing equal employment opportunities to 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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