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Customer Service Representative I
2 months ago
Location: Remote
Category: Member Experience
Position Type: Full-Time
Remote: Yes
Overview: The Member Services Officer I plays a crucial role in delivering exceptional service to our members and colleagues within a contact center setting. This position requires effective listening skills and a comprehensive understanding of our offerings to meet members' needs and resolve their inquiries efficiently.
Key Responsibilities:
1. Manage routine inquiries such as balance transfers, loan payments, and address modifications with minimal supervision.
2. Meet established targets for Quality Assurance Monthly Observations (QAMO).
3. Redirect complex inquiries to the appropriate personnel while maintaining service quality and performance standards during all member interactions.
4. Utilize strong verbal and written communication skills to address basic member questions regarding products, services, and organizational policies in a professional manner.
5. Stay informed about all relevant federal regulations affecting operations.
6. Actively participate in team meetings and contribute to a collaborative work environment.
7. Adhere to scheduled work hours and maintain punctuality.
8. Perform additional duties as assigned.
Contact Center Hours:
Weekdays: 6 a.m. to 8 p.m. (PT)
Weekends: 8 a.m. to 5 p.m. (PT)
Qualifications:
Education: Bachelor's Degree (4 years) preferred
Experience: Minimum of 1 year in retail customer service
Knowledge, Skills & Abilities:
- Ability to read and understand simple instructions and correspondence.
- Proficient in writing basic correspondence.
- Capable of presenting information effectively in small group settings.
- Competent in basic arithmetic operations and data interpretation.
- Ability to follow detailed instructions and address problems in standardized situations.
- Familiarity with Microsoft Office and internet browser software.
- Demonstrated ability to learn new systems and processes quickly.
- Experience in troubleshooting basic smartphone and web browser issues is advantageous.
- Proven capability to thrive in a fast-paced, deadline-oriented environment.
- Strong multitasking skills with attention to detail.
- Excellent customer service and communication skills.
Corporate Values:
- Foster open communication across all levels.
- Take accountability for customer issues and actions.
- Collaborate effectively with team members.
- Create a positive and enjoyable workplace.
- Uphold integrity in all interactions.
- Maintain a service-oriented approach with genuine concern for customer needs.
- Demonstrate humility in all professional interactions.
Disclaimer: This job description is not intended to encompass all responsibilities and duties required for this position. Responsibilities may change at any time with or without notice. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
Equal Opportunity Employer: Logix Federal Credit Union is committed to equal employment opportunities and does not discriminate based on race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.
