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Customer Service Specialist
2 months ago
Are You Ready to Make an Impact?
Become a vital part of a dedicated team at a leading financial institution as we strive to enhance our community by delivering outstanding service, financial benefits, and innovative solutions to our members.
Position Title: Call Center Representative
Department: Call Center
FLSA Classification: Non-Exempt
Reports to: Call Center Manager
Employee Benefits
One of the unique advantages of working with us is the availability of on-demand pay through our financial wellness partner. This benefit allows you to access your earned wages whenever you need them, optimizing your financial management. Enjoy early access to your earnings without the wait for traditional pay cycles.
Alongside competitive compensation, we proudly provide a robust benefits package that includes:
- Comprehensive Medical Insurance, including Drug and Vision coverage; the company covers 100% of the employee's self-coverage and contributes towards family coverage.
- Dental Insurance; the company covers 100% of the employee's self-coverage, with low-cost options for family coverage.
- 401(k) Retirement Plan with employer matching and non-elective contributions.
- Eligibility for up to thirty-five (35+) paid days off annually.
- Flexible Spending Accounts for healthcare and dependent care.
- Company-paid basic life insurance with AD&D coverage.
- Long-term disability and long-term care insurance fully covered by the company.
- Employee Assistance Program (EAP) and loan discounts.
- Cash rewards for employee referrals and recognition for work anniversaries.
- Opportunities for professional development both internally and externally.
- And many more valuable benefits.
Position Purpose:
The Call Center Representative is responsible for addressing a wide range of member inquiries, resolving issues, and providing general assistance with credit union services. This role involves handling both inbound and outbound calls, actively listening to identify member needs, and delivering effective solutions while ensuring the protection of personal information.
Key Responsibilities:
- Manage member calls with ownership, providing accurate and satisfactory responses to inquiries and concerns.
- De-escalate situations involving dissatisfied members, offering patient support and informing them about new products and services.
- Process transactions and service requests efficiently and accurately.
- Navigating various applications to assist members promptly.
- Guide callers through troubleshooting processes for the credit union's website and mobile application.
- Cross-sell credit union products and services effectively.
- Complete and maintain regulatory reporting items.
- Assist members in opening accounts and submitting loan applications.
- Conduct presentations at various community locations.
- Perform additional duties as assigned.
Performance Expectations:
- Achieve strategic service level objectives.
- Ensure accurate processing of service requests and transactions.
- Maintain professionalism and courtesy during all phone interactions.
- Meet call statistic production levels efficiently.
- Exhibit strong time management and organizational skills.
- Effectively manage complex phone systems.
Qualifications:
Education/Certification: High school diploma or GED is required.
Required Knowledge: Basic proficiency in MS Office is preferred.
Experience: One to two years of experience in member or customer service, with public speaking experience in group settings.
Skills/Abilities: Proficient in the credit union's core systems, with excellent customer service, interpersonal, and mathematical skills. Ability to thrive in a fast-paced environment and effectively communicate detailed instructions.
Physical and Cognitive Requirements:
Frequent use of wrists, hands, and fingers is required. Must possess average visual acuity for reading and preparing documents, and the ability to hear normal conversations. This position is primarily sedentary, with the ability to lift and carry up to 25 lbs.
Working Conditions:
Work is conducted in an air-conditioned, smoke-free office environment. Attendance requirements may vary based on business needs, with potential for additional hours, weekends, and holidays as necessary.
