Call Center Specialist

Essential Functions:

• Effectively communicates with members and colleagues on general and complex inquiries and skillfully use customer service skills to find resolutions and answers to inbound calls and emails. Identifies solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service.
• Exceeds customer service standards while maintaining peer average call volume.
• Answer all inbound calls by welcoming callers in a polite, friendly and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled.
• Effectively handle high inbound call volume while representing Credit Union in a friendly and professional manner while providing exceptional customer service to Members.
• Answers questions, troubleshoots requests and brings appropriate resolution to account problems.
• Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
• Refers financial products and services and meet established referral goals set by Contact Center Manager.
• Understands the practices of various support departments and the overall impact on customer service and the work flow.
• Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority.
• May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department.
• May perform outbound calling to build member relationships.
• Perform other duties as assigned.

Knowledge, Skills & Competencies:

• Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically.
• Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems.
• Is proficient in arithmetic, ten-key and basic computer skills
• Competently handles a variety of task simultaneously independently.
• Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency.
• Proficient at researching and analyzing information.
• Possesses strong interpersonal skills. Possesses excellent collaboration skills and uses positive communication techniques in order to effectively resolve conflict
• Is a quick and thorough learner and competently applies newly learned information.
• Is quick to adopt and support frequent updates and changes.
• Must be detail oriented and skilled in data entry.

Experience Requirements:

• High School Diploma or equivalent
• Preferred one year customer service experience
• Application of basic computer skills
• Preferred previous job duties in a CSR / Customer Service Representative titled position
• Knowledge of financial institutions and bilingual skills a plus
• Experience in the use of general math, experience with ten-key and basic computer skills
• Must have Saturday availability