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Client Services Associate
2 months ago
Objective:
At the United States Senate Federal Credit Union, we are dedicated to enhancing the financial well-being of our members at every stage of their journey by incorporating sustainability and security into our financial offerings.
Core Values: S.T.R.I.V.E
- Safeguards the trust of our members and colleagues by protecting their financial information.
- Embraces and appreciates diverse perspectives to foster a safe and supportive environment, committed to our principle of 'better together'.
- Demonstrates integrity, professionalism, and authenticity in building meaningful relationships based on ethical standards.
- Encourages innovation, embraces change, and provides effective solutions while managing risks thoughtfully.
General Overview
The primary aim of this role is to embody our cultural principles of relationship-building and service excellence as we cultivate genuine connections with both members and colleagues. Operating under general guidance and established protocols, this position delivers exceptional service to all members through the call center, characterized by a positive and supportive attitude. The Client Services Associate identifies member needs, promotes relevant products and services, and establishes new accounts while fostering trust as a reliable financial partner. This role also involves assisting members in resolving account-related issues and collaborating with the Call Center Team to meet and surpass defined sales and service objectives.
Key Responsibilities
- Acts as a representative of the Credit Union, delivering courteous and professional service to members and internal staff. Demonstrates efficiency, results orientation, and accuracy, understanding the implications of their actions on the Credit Union and its stakeholders.
- Effectively navigates multiple software applications while engaging with members, whether in person or via phone. Utilizes additional communication channels such as email or chat. Performs account maintenance tasks, including but not limited to, address updates and name changes, while adeptly solving problems.
- Conducts in-depth interviews and actively listens to assess members' financial needs, identifying suitable products and services tailored to their circumstances. Opens new accounts with precision and timeliness.
- Takes responsibility for minimizing exceptions and errors, ensuring prompt resolution of any discrepancies.
- Provides accurate information to assist members with general inquiries regarding accounts, products, and services, while advising on relevant regulations as necessary.
- Processes electronic transaction requests from members, such as loan payments and check orders. Addresses inquiries related to account discrepancies and offers solutions to prevent future occurrences.
- Engages in training, coaching, team meetings, and motivational activities, completing required training initiatives within designated timeframes.
- Collaborates with team members and other departments to resolve member inquiries effectively.
- Fosters teamwork and unity with colleagues to ensure consistent operations and to achieve departmental and organizational goals. Demonstrates a results-driven approach, urgency, and self-motivation, while maintaining strong organizational skills.
- Adheres to all applicable rules, regulations, and statutes set forth by governing bodies, including but not limited to: Credit Union Bylaws, Code of Conduct, Employee Guidebook, and relevant financial regulations.
- Possesses the ability to perform duties outlined in the Credit Union Security Program and Disaster Recovery Plans.
- Performs additional duties as assigned.
Qualifications: A Bachelor's degree or a High School diploma/equivalent with at least one year of experience in a call center or customer service environment is preferred. Familiarity with consumer lending or account opening processes in a financial context is advantageous but not mandatory.
Skills Required: Proficiency in PC applications, including Word and Excel, is essential. Strong organizational skills, the ability to multitask, and attention to detail are critical.
Communication Skills: Excellent interpersonal skills are required, along with the ability to communicate effectively through various channels and to listen attentively to member needs, advising on appropriate Credit Union products and services.
Supervisory Responsibilities: None required.
Time in Service: None required.
Equal Opportunity Employer/Veterans/Disabled
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
