Customer Support Specialist

2 weeks ago

Dublin, Ohio, United States BMI Federal Credit Union Full time
About BMI Federal Credit Union
BMI Federal Credit Union (BMI FCU) is dedicated to providing exceptional financial services to our member-owners. We pride ourselves on offering competitive compensation and benefits, including holiday pay, paid time off (PTO), a matching 401(k) plan, a comprehensive wellness program, professional growth opportunities, and health insurance for full-time employees. If you are looking for a workplace where you can make a significant impact within a smaller organization, BMI FCU is the ideal choice for you.

***BMI FCU has been recognized as a "Best Employer in Ohio" for 14 consecutive years by the Best Companies Group, an independent organization that evaluates and identifies top employers in the state.***

BMI FCU operates as a not-for-profit financial cooperative, aiming to enhance the financial well-being of our members and the broader community. We offer a range of services, including traditional savings and lending products, as well as a complimentary Money Management Program designed to educate our members on financial matters.

Position Overview:
As a Customer Support Specialist, you will be responsible for addressing member inquiries through various communication channels, including phone, email, and chat. Your role will involve utilizing your technical skills and product knowledge to resolve issues, provide support, and enhance the overall member experience.

Key Responsibilities:
  • Serve as the first point of contact for members via telephone or electronic messaging, building rapport while processing requests and resolving inquiries accurately.
  • Handle a variety of inquiries, including account information, transfer requests, loan payments, and online banking services.
  • Utilize sound judgment and troubleshooting skills to assess situations and assist members effectively.
  • Identify opportunities to introduce relevant products and services that can benefit members financially.
  • Maintain a comprehensive understanding of all Credit Union products and services to provide informed assistance.
  • Manage time efficiently to ensure high-quality service and member satisfaction.
  • Safeguard sensitive information by verifying caller data and preventing unauthorized disclosures.
  • Assist members with online banking access and troubleshoot related issues.
  • Support the Lending department by taking loan applications.
  • Research and resolve ACH issues as needed.
  • Assist management with operational processes for the Contact Center.
  • Follow up on member-related issues as necessary.
Work Environment: Office setting

Qualifications:
  • High school diploma or equivalent required.
  • 1-3 years of experience in a customer service role within a financial institution; a combination of education and experience will be considered.
  • Familiarity with federal regulations and compliance policies.
  • Outstanding customer service skills.
  • Excellent verbal and written communication abilities.
  • Strong attention to detail and the ability to manage multiple tasks effectively.
  • Proficient analytical and problem-solving skills.
  • Ability to work collaboratively in a team environment.
  • Proficiency in Microsoft Office and general office equipment.
  • Basic math skills and a professional demeanor.
  • Ability to handle confidential information responsibly.
Physical Requirements:
Candidates must be able to meet the following physical demands: 1) Sit, walk, stand, and use hands to manipulate items; 2) Reach with hands and arms; 3) Communicate effectively; 4) See and interpret text and spreadsheets.

BMI FCU is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, sex, pregnancy, childbirth, gender identity, sexual orientation, age, disability, veteran status, genetic information, or ancestry.

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