Customer Service Specialist

2 weeks ago

Titusville Florida, United States Launch Credit Union Full time

Position Overview:


This role offers the flexibility of a hybrid work model, combining both in-office and remote work on a weekly basis.

To qualify for this arrangement, employees must have completed a minimum of 90 days of continuous service, maintain good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. Approval from the supervisor is required for the employee's request. Management reserves the right to modify working locations and hybrid schedules.



The Customer Service Specialist is responsible for delivering exceptional service through telephone and electronic communication channels. The individual addresses member inquiries, questions, and requests while adhering to all internal policies and procedures. Additionally, the specialist identifies and refers credit union products and services and processes transactions efficiently.

Key Responsibilities:
Exhibits a member-centric approach through consistent, high-quality service.

Demonstrates positive, constructive, and supportive interactions 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 Payment inquiries. Resets and/or provides Secure Access Codes for members who are locked out of Digital Banking.

Investigates discrepancies or inquiries related to members' account history, debit card transactions, and Digital Banking, completing research requests as necessary. Forwards more complex issues to the Contact Center Lead or Manager for further assistance.

Stays informed and promotes the credit union's full range of products and services.

Maintains diligence in managing email correspondence for member inquiries and important credit union notifications, ensuring timely responses.

Processes deposits, loan payments, and transfers between accounts.

Handles member fee requests and resolves discrepancies.

Keeps accurate records of transactions and balances daily work.

Additional Responsibilities:
Adheres to all Launch Credit Union policies and procedures.


Develops, maintains, and demonstrates a comprehensive understanding of credit union member service standards, policies, procedures, and relevant state and federal regulations.

Exhibits a calm demeanor and appropriate tone when addressing challenging member situations.

Completes training assignments promptly.

Participates in meetings and training sessions as required.

Performs other duties as assigned.

Supervisory Responsibilities:
None

Education, Experience, and Skills Required:
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 during personal interactions with others inside and/or outside of the organization for the purpose of providing or obtaining information, building relationships, and/or soliciting cooperation.

Strong written, verbal, and interpersonal communication skills.


Detail-oriented, organized, accurate, able to work under pressure, adaptable to change, and possesses effective multi-tasking and problem-solving abilities.

Good judgment and decision-making skills.

Ability to learn and apply knowledge of all credit union accounts and services, including electronic services.


Willingness to refer credit union products and services by utilizing existing customer service skills and tools acquired through credit union training and coaching sessions.

Must possess excellent communication skills and the ability to build rapport and establish trust and confidence with members.

Proficiency in using software applications, multiple programs, and systems is essential.

Able to learn and comply with federal regulations.

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