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Customer Service Specialist

2 months ago

Dublin, Ohio, United States BMI Federal Credit Union Full time
About BMI Federal Credit Union
BMI Federal Credit Union (BMI FCU) is dedicated to providing exceptional compensation and benefits, including holiday pay, paid time off (PTO), a matching 401(k) plan, a comprehensive wellness program, professional growth opportunities, and health insurance for full-time employees. If you thrive in a smaller organizational setting and wish to make a significant impact, BMI FCU is the ideal workplace for you.

***For 14 consecutive years, BMI Federal Credit Union has been recognized as a "Best Employer in Ohio" by the Best Companies Group, an independent entity that rigorously evaluates and identifies top employers in the state.***

BMI FCU operates as a not-for-profit financial cooperative, delivering banking services to our member-owners. Our mission is straightforward: to enhance the financial well-being of our members and the community. We achieve this through our Money Management Program, a complimentary financial education initiative available to all members. Additionally, we offer traditional savings and lending products, including savings and checking accounts, IRAs, Certificates, credit cards, car loans, personal loans, and mortgages, along with convenient services such as ATMs, online banking, online bill payment, and mobile banking. BMI FCU has multiple branch locations in Central Ohio.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity. BMI FCU actively maintains affirmative action programs to enhance employment opportunities for individuals with disabilities and covered veterans. Employees and applicants may request a review of relevant portions of the BMI FCU Affirmative Action Program from the Human Resources Department.

Position Overview:
This role involves addressing member inquiries received through various communication channels, including telephone, email, or chat. Utilizing technical expertise and knowledge of products and services, the representative will resolve issues, provide support, and deliver information to enrich the member experience. This position will also encompass additional related responsibilities as assigned.

Key Responsibilities:
  • Serve as the first point of contact via telephone or electronic messaging to establish rapport with members, process requests, respond to inquiries, and resolve issues accurately.
  • Handle inquiries related to account information, transfer requests, loan payments, withdrawals, and more.
  • Assess situations, apply sound judgment, and employ troubleshooting skills to assist members effectively.
  • Identify opportunities to introduce products and services that can benefit members financially.
  • Maintain a comprehensive understanding of all Credit Union products and services from both a technical and informational perspective.
  • Manage time efficiently to ensure high service quality and member satisfaction.
  • Safeguard sensitive information by verifying caller data using various sources as necessary.
  • Assist with online banking access, troubleshooting device and browser issues.
  • Research and resolve card-related issues, including disputes and maintenance.
  • Facilitate loan applications for submission to the Lending department.
  • Investigate ACH issues and identify originators.
  • Support managers in operational processes for the Contact Center.
  • Follow up on member-related issues as required.
Work Environment: Office setting

Qualifications and Skills:
  • High school diploma or equivalent required.
  • 1-3 years of experience in a customer service role within a financial institution; a combination of experience and education will be considered.
  • Knowledge of and adherence to BMI FCU policies/procedures, including federal regulations.
  • Exceptional customer service skills.
  • Strong verbal and written communication and interpersonal skills.
  • Ability to manage multiple tasks and shifting priorities with attention to detail.
  • Analytical and problem-solving abilities.
  • Team-oriented mindset.
  • Proficiency in Microsoft Office, particularly Excel, and familiarity with general office equipment.
  • Solid understanding of computer operating systems and browsers for assisting members.
  • Basic math skills.
  • Professional demeanor and ability to handle confidential information.
  • Knowledge of solution-driven sales processes.
Physical Requirements:
Must be able to meet the following physical demands, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text and spreadsheets.

As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions based on race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.

Schedule:
40 hours per week, with flexibility required to cover weekday shifts and rotating weekend hours.