A well-known credit union is seeking multiple Customer Service Representatives to assist their call center!

• 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.
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