Job Description
Job Description
A well-known credit union is seeking multiple Customer Service Representatives to assist their call center!
Essential Duties and Responsibilities:
•Handle a large volume of inbound and outbound telephone calls while providing courteous and personal service.
•Take ownership of every member interaction supporting first call resolution.
•Provide accurate, valid and complete information by using the correct procedures and available tools.
•Follow communication procedures, guidelines and policies.
•Handle member complaints, providing appropriate solutions.
•Adhere to established security procedures when verifying members prior to addressing their call.
•Carefully review member profile on core data and workflow computer system to reference member sales or service records to identify any previous issues that might assist with resolving their call.
•Analyze member needs, match services and loan products as needed, and promote automated services. Refer new accounts, new suffixes, and complete applications for automated services based on member needs.
•Provide detailed information to members on all Credit Union promotions and special account offerings.
•Respond to members’ questions; resolve both financial and non-financial account discrepancies.
•Update member records with details of the call and the response.
•Meet specific, measurable service goals and handle multiple call queues.
•Adhere to and uphold all policies and procedures of the credit union.
•Correct errors on member’s accounts; calculate penalties and dividends, when required.
•Review account memos to ensure they are current and applicable.
• Proven experience in customer service, particularly within a call center environment.
• Proficiency in handling inbound and outbound calls, email correspondence, and scheduling appointments.
• Strong skills in data entry and order processing.
• Familiarity with Microsoft Excel and Word.
• Ability to analyze member needs and recommend appropriate solutions.
• Excellent communication skills, both written and verbal.
• Detail-oriented with the ability to manage multiple tasks effectively.
• Knowledge of financial services or credit union operations is a plus.