Customer Service Specialist

2 weeks ago

Indianapolis, Indiana, United States Financial Center First Credit Union Full time
Job Overview

POSITION TITLE: Customer Service Specialist

REPORTS TO: Customer Service Manager

PAY GRADE: 6,7

DEPARTMENT: Customer Service

FLSA STATUS: Non-Exempt

OBJECTIVE: The primary objective of this role is to uphold our commitment to fostering valued relationships and providing trusted solutions. This position is essential in delivering exceptional service to both internal and external clients. The specialist will address inquiries and resolve issues promptly and courteously, aligning with our Service Standards.

CULTURAL EXPECTATIONS:

  • Complies with the organization's policies and procedures.
  • Acts as a role model within and outside the organization.
  • Maintains a positive and respectful demeanor.
  • Communicates regularly with supervisors regarding departmental matters.
  • Demonstrates flexibility and effective time management while prioritizing tasks.
  • Consistently arrives on time, prepared to fulfill job responsibilities.
  • Exhibits enthusiastic support for the corporate mission, core values, and long-term goals.
  • Resolves inquiries based on established precedents and interpretations of policies.
  • Works independently while contributing to departmental objectives.
  • Projects a professional image of the organization.
  • Collaborates with the team to meet established Service Level Expectations.
  • Achieves departmental standards for acceptable error ratios in account management and transactions.
  • Provides accurate and effective communication to clients.
  • Demonstrates flexibility in adapting schedules to meet departmental needs.

KEY RESPONSIBILITIES:

  • Handles client interactions via phone, live chat, or email, determining the purpose of each contact and either completing the transaction or referring to the appropriate staff member.
  • Effectively promotes the organization's products and services to enhance client relationships.
  • Manages multiple tasks efficiently in a fast-paced service environment.
  • Responsible for servicing a comprehensive range of products and services.
  • Assists clients in resolving account-related issues or conducting account research.
  • Educates and enrolls clients in electronic services offered by the organization.
  • Proficiently provides technical support for electronic services to both new and existing users.
  • Responds to client inquiries regarding services, account details, and operational hours.
  • Performs additional duties as required by the position.

QUALIFICATIONS:

  • High school diploma or equivalent.
  • Two years of experience in a financial institution or customer service environment, familiar with relevant policies and procedures.
  • Entry-level candidates with less than two years of experience may apply.
  • Candidates with two or more years of experience may have additional responsibilities, including handling escalated calls.
  • Demonstrated ability to meet or exceed sales and service targets.
  • Strong interpersonal skills, with a focus on courtesy, tact, and diplomacy.
  • Excellent written and verbal communication skills.
  • Familiarity with organizational bylaws, policies, and applicable laws is preferred.
  • Professional service attitude with effective follow-up on outstanding issues.
  • Proficient in Microsoft Office and other relevant systems, or willingness to learn.

WORK ENVIRONMENT: The role may require physical mobility within the workspace, ongoing communication with clients, repetitive tasks, and a high level of attention to security. The work is conducted in a standard office setting.

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