Service Specialist

Description

JOB SUMMARY:
The primary function of this position is to assist the Credit Union in achieving its vision to become the preferred financial provider for all members. This is achieved by providing outstanding service to both internal and external members that meets the service promises and standards of the Credit Union. A key component of this service is to identify the members' financial needs and recommend appropriate Credit Union solutions.

Safeguard member information and the Credit Union's vital records in a manner commensurate with sensitivity of the information and in compliance with laws, regulations and the Credit Union's information security policies, standards and procedures.

The primary role of this position will be to become a member service generalist by cross-training in the Contact Center, Interactive Video Teller area, and Remote Delivery Services. After a prescribed amount of training, the Service Specialist will be available to fill open roles in the organization in both frontline and support departments.

The applicant will need to be available to work from Monday-Friday 7:30am-6:05pm and 2-3 Saturdays per month 8:45am-3:05pm.

PRIMARY RESPONSIBILITIES:
• Provides exceptional member service to all internal, external and potential Credit Union members.
• Cross-trains on key functions related to member service through immersive rotations in member contact
areas, including but not limited to: Contact Center, Interactive Video Tellers, and Remote Delivery Services.
• Actively cross-sells and refers products and services based on the needs of members.
• Consistently displays the Credit Union Service Promises through each interaction with members and potential members.
• Answers questions and solves problems for members and potential members concerning all items associated with products and services provided by the Credit Union.
• Answers questions and provides information about in-house programs such as checking accounts, share accounts, all savings accounts, debit cards, Moneyline, eBranch, Bill Payer, address change procedures, courtesy pay, opting in, overdraft protection, and automatic payments; with proper training.
• Processes check orders and resolves incorrect orders
• Processes stop payments, preauthorized transfers and loan payment reversal requests Assists with Webmail correspondence (when applicable)
• Answers questions about debit card and credit card transactions
• Handles questions concerning loan applications and questions: How to apply, interest rate questions, credit reporting, late fees, posting errors, finance charges, interest accrual, loan titles, and payoffs
• Counsels members about existing loans, researches loan payments, late charges and payment histories Correctly explains Credit Union fees in a member-oriented manner.
• Utilizes basic IRA knowledge to accurately perform basic IRA transactions.
• Performs all basic level service tasks and duties within the department.
• Processes daily work; including but not limited to member payments, deposits, withdrawals, transfers, research requests, incoming faxes and emails.
• Correctly refers members to in-house or external partner experts, regarding consumer loans, credit cards, mortgages, and collections.
• Performs other duties as assigned and supports all areas of the Credit Union and its affiliates.

Requirements

SKILL REQUIREMENTS

• Demonstrates good communication skills. Member service focused
• Detail and goal oriented Initiative/Self-Starter Positive people skills
• Exceptional interpersonal skills
• Problem solving skills.
• Presents a professional attitude and appearance at all times.
• Must be able to work with frequent interruptions and under pressure for accuracy within time limitations.

CANDIDATE PROFILE

• Bright
• Verbal
• Assertive
• Approachable
• Enthusiastic

OTHER REQUIREMENTS

• High School or general education development (GED) diploma.
• At least 6 months sales or customer service experience; previous Financial Institution experience preferred Must be bondable
• Varying Hours (nights, weekends, and holidays)

TECHNICAL REQUIREMENTS

• Microsoft Office Suite proficiency (Excel, Word, and Outlook)
• Strong understanding of computers, cellphones, tablets and technology. Fax, calculator, adding machine.
• Strong math skills with simple numbers (addition, subtraction, multiplication, division).

PHYSICAL DEMANDS

• The employee must frequently sit or stand for an extended period of time.
• The employee is occasionally required to sit, climb or balance; and stoop, kneel, crouch or crawl.
• The employee must frequently lift or move objects weighing up to 25 pounds and carry objects usually holding it in the hands or arms, or on the shoulder.
• The employee must frequently compute simple numbers with the use of a calculator. The employee must frequently copy data from reports and negotiable instruments.
• The employee must frequently handle or pick up objects with finger.
• The employee must frequently receive auditory information by listening in person and/or by phone.
• The employee must frequently express or exchange ideas by means of the spoken work in person or via phone to impart oral information to individuals or groups.
• Specific vision abilities required by this job is clarity of vision at 20 inches or less.

ENVIRONMENTAL DEMANDS

• The employee must frequently work in moderately noisy conditions.