Entry level Customer Service Professional ensuring customer satisfaction through various communication methods. Interacting via phone, email, and live chat in a hybrid work environment.
About the role
- Customer Support Specialist assisting customers with lending products and enhancing their financial future. Engaging with clients, ensuring customer satisfaction through excellent service and compliance.
Responsibilities
- Exhibit excellent customer service towards internal and external customers.
- Respond to inbound customer calls in a Call Center environment; ensure a seamless customer experience by triaging compliance calls and setting up appointments with the appropriate Compliance Analyst.
- Act as a liaison to customers for the Service Products.
- Provide up-sell and cross-sell alternatives to customers that are mutually beneficial to both the customer and CUNA Mutual Group.
- Process customer requests for Services Products received via multiple channels.
- Evaluate and input information from all relevant sources into the appropriate processing systems including; replacement and payment information.
- Evaluate requests using appropriate compliance measures, system processes and tools.
- Complete fulfillment from initial receipt of request to production.
- Understand the overall fulfillment process and needs of the customer in order to make good judgment when processing customer requests.
- Follow up on customer requests pending for information, forms, and/or financial considerations with either the field representative or customer.
- Assure quality and accuracy of all requests processed, making corrections when errors are detected.
- Take appropriate action on follow-ups, reopens, reissues, and complaints as qualified by training and experience.
Requirements
- Bachelor's degree in Business, Marketing or equivalent trade-off of work experience in the financial services industry with an emphasis in operations.
- Three (3) years’ work experience in an office setting involving analyzing and interpreting customer information to conduct needs based selling and customer service activities.
- Three (3) years compliance experience in analyzing, interpreting and applying Federal & State lending regulations.
- Working knowledge of all Services Products and Operational Processes.
- Working knowledge of Credit Union lending and savings processes and practices.
- Demonstrated understanding of Data Processor relationships in connection with credit union operations.
- Demonstrated ability to communicate both verbally and written with internal and external customers via telecommunications equipment.
- Demonstrated flexibility with tasks and responsibilities as well as organizational and planning skills to process a high volume of work and meet deadlines and standards.
- Attention to detail and ability to maintain a high level of accuracy.
- Demonstration of teamwork skills via previous work assignments.
- Demonstrated ability to work under own initiative.
- Intermediate computer skills required to effectively operate in a Windows environment.
- Two (2) years’ experience to include the following:
- Forms design software, including Adobe LiveCycle and Adobe Professional.
- Personal computers to include Windows operating systems and associated PC software packages and internet applications.
- Thorough knowledge of computers and associated programming utilizing JavaScript or XML.
- Demonstrated ability to use forms creation concepts including design software, terminology, layout and placement of data fields.
Benefits
- medical
- dental
- vision
- employee assistance program
- life insurance
- disability plans
- parental leave
- paid time off
- 401k
- tuition reimbursement
Job title
Job type
Experience level
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