Customer Service Specialist

2 weeks ago

Freehold, New Jersey, United States First Financial Federal Credit Union Full time

Company Overview


First Financial Federal Credit Union operates as a member-focused financial cooperative, delivering a range of banking solutions to individuals in Monmouth and Ocean County.

Our mission is to create a significant impact in our members' lives by offering top-notch products and personalized services while upholding financial integrity and stability.

Since our inception in 1936, we have prioritized our members' needs, providing reliable and value-driven solutions.

First Financial Federal Credit Union leverages technology to enhance operational efficiency and deliver user-friendly products.

We align with community banks, fostering an environment where your skills and contributions can be recognized and valued.


Position Overview

In-Office Role:

This role serves as the primary point of contact between First Financial and its existing and prospective members, primarily through telephone and chat communications.

The position demands a friendly, professional demeanor and a confident approach.

It is essential to take ownership of resolving member inquiries, complaints, and issues, ensuring member satisfaction remains the focal point of all actions.



Key Responsibilities:

  • Adhere to all compliance regulations set forth by the Credit Union.
  • Manage a high volume of incoming and outgoing calls promptly, directing sales leads to the appropriate personnel.
  • Address inquiries by clarifying the required information; researching, locating, and providing accurate details.
  • Resolve issues by identifying problems; researching and exploring solutions, implementing resolutions, and escalating unresolved matters to management.
  • Assess member needs and recommend suitable financial products and services.
  • Identify opportunities to promote additional services by understanding member needs and articulating product features.
  • Employ probing questions to understand concerns and effectively address objections.
  • Conduct basic account research to rectify discrepancies.
  • Assist members in establishing payroll distributions and direct deposits via mail.
  • Maintain the Credit Union's database by ensuring all member information is current.
  • Support members with any technical difficulties related to online banking and Debit/ATM services, escalating issues as necessary.
  • Ensure equipment functionality by following established protocols (reporting malfunctions).
  • Process all incoming mail.
  • Enhance job knowledge by engaging in educational opportunities.
  • Contribute to the organization's reputation by taking ownership of new and diverse requests.
  • Perform additional duties as assigned.

Qualifications

Essential Requirements:
Experience in Banking

  • Exceptional customer service and active listening abilities.
  • Strong work ethic and self-motivated, capable of managing multiple priorities and adapting to a dynamic business environment.
  • Ability to multitask - handle calls while responding to online inquiries.
  • Comprehensive knowledge of credit union products and services is preferred.
  • High level of interpersonal skills.
  • Effective reasoning and problem-solving capabilities.
  • Solid mathematical skills - able to calculate rates, ratios, and percentages.
  • Team-oriented - contributes positively to team dynamics.
  • Clear communication skills with strong phone etiquette and active listening.
  • Proficient computer skills - capable of learning new systems and software.
  • High School diploma or GED with 2 years of relevant banking experience preferred, though call center experience in other sectors will be considered.
Availability to work on Saturdays is required.

Additional Information

As a member of the First Financial team, you will experience a stimulating work environment. We provide a comprehensive benefits package that includes Medical, Dental, Prescription, Vision, Life Insurance, Retirement Plans, Vacation, Sick Leave, and Personal Days.

All information will be kept confidential in accordance with EEO guidelines.

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