Customer Service Specialist

2 weeks ago

Titusville, Florida, United States Launch Credit Union Full time
Position Title: Customer Service Specialist

Category: Contact Center

Position Type: Regular Full-Time

Remote Status: Not Remote

Location: United States

Position Overview:

This role offers an optional hybrid work arrangement, allowing a blend of in-office and remote work on a weekly basis. To qualify for this program, employees must complete a minimum of 90 days of continuous employment, maintain good standing, and agree to the terms of a Work from Home Agreement. Approval from the supervisor is required for hybrid work requests, and management reserves the right to modify working locations and schedules.

The Customer Service Specialist is responsible for delivering exceptional service through telephone and electronic communication channels. This role involves addressing member inquiries, resolving issues, and adhering to all internal policies and procedures. Additionally, the specialist identifies and refers relevant credit union products and services while processing transactions.


Key Responsibilities:
  • Exemplifies member focus by providing consistent, high-quality service. Maintains a positive and supportive demeanor with both members and colleagues.
  • Assists members with a variety of inquiries and account-related issues while providing general information about the credit union.
  • Supports members with Digital Banking and Bill Payer inquiries, including resetting Secure Access Codes for those locked out of their accounts.
  • Investigates discrepancies or inquiries regarding account history, debit card transactions, and Digital Banking, completing research as needed. Escalates complex issues to the Contact Center Lead or Manager.
  • Stays informed about and promotes the credit union's full range of products and services.
  • Manages email correspondence for member inquiries and important notifications, ensuring timely responses.
  • Processes deposits, loan payments, and transfers between accounts.
  • Handles member fee requests and resolves discrepancies.
  • Maintains accurate records of transactions and balances daily activities.

Additional Responsibilities:
  • Adheres to all Launch Credit Union policies and procedures.
  • Develops and maintains a comprehensive understanding of member service standards, policies, procedures, and applicable regulations.
  • Demonstrates a calm and professional demeanor when addressing challenging member situations.
  • Completes training assignments promptly and participates in required meetings and training sessions.
  • Performs other duties as assigned.

Supervisory Responsibilities:
None

Qualifications:
  • A minimum of two years of customer service experience in a financial institution or call center is required.
  • A high school diploma or GED is necessary.
  • Ability to identify member needs and recommend suitable products and services.
  • Exhibits courtesy, tact, and diplomacy when interacting with others to provide or obtain information and build relationships.
  • Strong written, verbal, and interpersonal communication skills.
  • Detail-oriented, organized, and accurate, with the ability to work under pressure and adapt to change.
  • Proficient problem-solving skills and sound judgment.
  • Ability to learn and apply knowledge of all credit union accounts and services, including electronic offerings.
  • Willingness to refer credit union products and services using customer service skills developed through training and coaching.
  • Excellent communication skills with the ability to build rapport and establish trust with members.
  • Proficient in using software applications and multiple systems.
  • Able to learn and comply with federal regulations.

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