Customer Service Specialist

2 weeks ago

Pleasanton, California, United States SafeAmerica Credit Union Full time


Overview

The Customer Service Specialist, referred to as our eSolutions Agent, plays a crucial role in providing exceptional service to our members. This position involves identifying and addressing both the expressed and unexpressed needs of our members, and offering tailored solutions to meet those needs. The ideal candidate will possess strong multitasking abilities to manage a high volume of calls while effectively resolving diverse situations that affect our members' financial well-being.

*This position is classified as a hybrid role. Initial training will take place in person at our corporate headquarters. Following successful completion of training, the role may transition to a hybrid work model.*

Key Responsibilities:
  • Surpass member expectations by delivering efficient, proactive, and precise service to ensure an outstanding member experience. This includes actively listening to and assessing member needs, explaining the features and benefits of relevant solutions, and ensuring resolution of member concerns on the first call.
  • Address members' financial requirements through various remote communication channels, including fulfilling requests, answering questions, processing transactions, resolving issues, maintaining records, and providing information about Credit Union services.
  • May assist in opening new memberships and/or additional products for both new and existing members, as well as support members with automated services.
Ideal Candidate Profile:
  • Experience in a sales and service environment.
  • Familiarity with banking products and services, ideally with prior banking experience.
  • Basic understanding of general banking policies, programs, procedures, and financial practices.
  • Excellent telephone etiquette and the ability to build rapport with members over the phone.
  • A proactive approach to problem-solving that contributes to team productivity.
  • Professional demeanor and consistent attendance at work.
Preferred Qualifications:
  • Previous experience in a call center, particularly within the financial sector.
Technical Skills and Physical Requirements:
  • Proficiency in personal computer skills within a Windows environment, particularly in word processing and spreadsheet applications.
  • Ability to quickly learn specialized software applications and perform calculations involving discounts, interest, commissions, and percentages.
  • Capability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to real-world scenarios.
  • Physical requirements include the ability to remain alert, use sound judgment, and exercise patience; continuous auditory perception, memory, and reasoning abilities are essential.
  • Regularly required to communicate verbally and listen.
  • Occasionally required to lift or move up to 25 pounds, with specific vision abilities necessary for close and distance vision, as well as the ability to adjust focus.
Why Choose SafeAmerica Credit Union?

We pride ourselves on having exceptional employees and offer a comprehensive benefits package along with competitive compensation to support the financial and personal needs of our employees and their families.

Our benefits include, but are not limited to:
  • Comprehensive Medical/Dental/Vision coverage
  • 401(k) and traditional pension plan options
  • Incentive and bonus programs
  • Employee Assistance Program (EAP)
  • Dependent and health care reimbursement accounts
  • Paid holidays and time off
Additionally, we provide discounts on our products, a casual dress code, a rewards and recognition program, and an employee referral program.

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