Job Title: Contact Center Service Specialist
Overview:
We are seeking a dynamic Contact Center Service Specialist, who is experienced with performing a broad variety of Contact Center member services, including but not limited to, opening and closing accounts, ordering checks for members, debit card orders, processing mail and wire requests, answering member questions regarding Credit Union services.
What You Will Do:
- · Assumes responsibility for ensuring member service functions are performed in an effective, accurate, professional, and efficient manner according to the Credit Unions’ established policies, standards and security procedures.
- · Represents the Credit Union in a courteous and professional manner.
- · Properly identify members before disclosing account information.
- · Identify member concerns in to expedite resolutions and provide excellent member experience.
- · Educate, promote, and refer the Credit Union’s products and service that meet our member’s financial needs.
- · Answer more complex questions and provide resolution for members and staff.
- · Assist with inbound requests received via other channels such as Live Chat and Chatbot, service events and secured messages as needed.
- · Ensure that all member account information is secured at day end or properly disposed.
- · Perform outbound calls, fax information, assist with new hire team members, mentoring and follow up on members’ requests.
- · Actively and professionally cross-sell the Credit Union’s products and services
- · Provide advanced understanding of IRA products and services.
