Customer Service Associate I

2 weeks ago

DeLand, Florida, United States Launch Credit Union Full time

Position Overview:

The Customer Service Associate I (CSA I) plays a crucial role in delivering outstanding support to members, assisting them with a variety of transactions, verifying checks, promoting credit union offerings, and ensuring daily cash drawer accuracy. CSAs engage with members directly in a dynamic setting and are tasked with addressing their immediate needs. They must proactively suggest Launch Credit Union products and services to enhance the financial health of our members. Additionally, CSAs are responsible for adhering to all safety and compliance protocols to safeguard the assets of Launch Credit Union and its clientele, while effectively communicating and resolving member inquiries in a timely manner.

Key Responsibilities:

  • Handles a range of transactions including deposits, withdrawals, transfers, loan payments, and check cashing.
  • Assesses checks for authenticity and processes them through the check scanning system, applying holds as necessary in accordance with regulations.
  • Balances cash drawer and transactions daily, ensuring accurate accounting of all cash and monetary instruments.
  • Confirms member identity and engages with members following established service standards.
  • Informs members about credit union products and services, identifying their needs for additional offerings and referring them to appropriate representatives.
  • Aims to meet performance targets.
  • Addresses member concerns promptly and professionally.
  • Maintains confidentiality regarding all information acquired.
  • Monitors the member-tracking system and assists members efficiently.
  • Coordinates with Member Solutions for member payments when necessary.
  • Ensures compliance with all operational procedures to maintain accuracy, manage risk, prevent fraud, and protect members.
  • Issues replacement debit and credit cards as needed.
  • Completes the End of Day balance documentation.

Additional Duties:

  • Provides assistance to fellow CSAs as required.
  • Scans documents into the retention system as necessary.
  • Processes check orders and organizes daily branch work.
  • Checks for updates via email.
  • Balances the ATM and processes night drop transactions.
  • Prepares coin bags for shipment.
  • May assist members with Safe Deposit Box inquiries.
  • Adheres to all Launch Credit Union policies and procedures.
  • Completes compliance training assignments promptly.
  • Participates in meetings and training sessions as required.
  • Performs other assigned duties as necessary.

Supervisory Responsibilities:

None.

Qualifications and Skills Required:

  • At least one year of relevant experience.
  • A minimum of one year of sales experience and/or experience in identifying member/customer needs.
  • High school diploma or GED.
  • Ability to recognize member needs and recommend suitable products/services.
  • Strong interpersonal skills, demonstrating courtesy, tact, and diplomacy in interactions.
  • Excellent written and verbal communication skills.
  • Good mathematical abilities and precise cash handling skills.
  • Proficient in computer usage with a demonstrated ability to learn software applications quickly.
  • Knowledgeable or able to quickly learn relevant regulations.
  • Ability to thrive under pressure in a fast-paced environment and manage multiple tasks.
  • Strong judgment, decision-making, and problem-solving capabilities.

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