Customer Service Specialist
2 weeks ago
We are seeking a dedicated individual to fill the role of a Customer Service Specialist. This position requires flexibility to work within the hours of 7am-7pm and every other Saturday from 8am-12pm.
Role Summary:
Under the guidance of the Member Solutions Center Manager, the Customer Service Specialist acts as a vital link between the organization and its current and prospective clients. This role involves delivering account-related services in a dynamic contact center setting.
The specialist will handle a range of client service tasks via phone and email, ensuring that member service remains effective and aligned with established organizational policies and procedures.
Key Responsibilities:
• Take ownership of resolving client inquiries, issues, and complaints, prioritizing client satisfaction in every action and decision.
• Foster positive relationships with clients to understand their needs and suggest suitable products and services.
• Execute any tasks within the scope of authority to deliver exceptional service and responsiveness to clients.
Essential Duties:
• Manage a high volume of incoming and outgoing calls while efficiently navigating multiple computer applications.
• Identify client needs, clarify information, research issues, and provide solutions or alternatives while maintaining a professional demeanor.
• Provide account information to clients, addressing questions and resolving issues related to balances, transactions, fees, and product details.
• Process client requests for account maintenance activities, including fund transfers, loan payments, and account changes in a timely and accurate manner.
• Diagnose and resolve digital banking issues for clients, including online and mobile banking services.
• Conduct loan interviews and process applications for consumer loans and credit cards.
• Investigate client complaints related to accounts or services and resolve them promptly or escalate as necessary.
• Maintain a thorough understanding of all products and services to identify opportunities for upselling when appropriate.
• Meet or exceed individual and team performance goals.
• Participate in ongoing training to enhance knowledge and performance.
• Adhere to risk and regulatory standards, identifying issues that require escalation to management.
• Ensure the confidentiality and security of all account information and ensure compliance with applicable laws and regulations.
Additional Responsibilities:
• Work a rotating Saturday schedule.
• Perform related duties as assigned.
Qualifications:
To excel in this role, candidates must demonstrate strong verbal communication skills, meticulous attention to detail, and effective organizational abilities. The ability to manage confidential information with discretion is essential.
• Candidates should be able to perform detailed tasks efficiently and accurately, showcasing customer focus and adaptability to various personality types.
• Proficiency in Spanish or Portuguese is a plus.
Education and Experience:
• High School diploma or equivalent, with specialized coursework in retail services preferred.
• One year of experience in a customer support role within banking or financial services is advantageous.
• Familiarity with various office equipment and the ability to navigate multiple computer applications is required.
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