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Customer Service Representative

2 months ago

Twin Falls, United States Enterprise Call Center Full time
Job Summary

This is a full-time position in our Enterprise Call Center where you will be the liaison between our organization and its current and potential members. You will handle a high volume of inbound and outbound calls, providing exceptional customer service and resolving member issues in a timely and professional manner.

Key Responsibilities
  • Comply with all Credit Union compliance regulations and handle a large volume of inbound and outbound calls in a timely manner.
  • Transfer sale leads to the appropriate staff member for assistance and answer inquiries by clarifying desired information.
  • Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.
  • Evaluate needs of members and offer appropriate financial products and services.
  • Seize the opportunity to sell additional services to our members by recognizing their needs for a product and explaining the features.
  • Ask probing questions, understand concerns, and overcome objections.
  • Basic research of accounts to resolve any discrepancies and assist members in setting-up distributions of payroll and direct deposit via the mail.
  • Maintain the Credit Unions database by updating all member information and assist members with any technical issues that they may experience with online banking, Debit/ATM and to escalate the issue to the appropriate department.
  • Keep Equipment operational by following established procedures (reporting malfunctions) and process all mail.
  • Update job knowledge by participating in educational opportunities and enhance organizational reputation by accepting ownership for accomplishing new and different requests.
Requirements
  • Superior customer service and excellent listening skills.
  • Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Ability to multi-task – answer calls and respond to internet messages.
  • Requires full knowledge of credit union products and services preferred.
  • High level of interpersonal skills.
  • Good reasoning ability/problem solving skills.
  • Solid math skills - able to compute rate, ratio, and percentages.
  • Team oriented - contributes to building a positive team spirit.
  • Speaks clearly and has strong phone and verbal communication skills along with active listening.
  • Good computer skills – able to learn new programs/systems.
  • HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business.

Must be available to work Saturday's.