Customer Service Representative
We are looking for dedicated Customer Service Representatives to join a dynamic credit union call center in Edgewood, Maryland. In this long-term contract position, you will play a vital role in ensuring member satisfaction by delivering exceptional service and resolving inquiries efficiently. This role offers the opportunity to make a meaningful impact on the financial well-being of members while working in a collaborative and detail-oriented environment.
Responsibilities:
- Handle incoming member calls with care and efficiency, aiming for first-call resolution and a positive experience.
- Provide accurate and detailed information by leveraging established procedures and available tools.
- Address member concerns effectively, offering appropriate solutions and escalating issues when necessary.
- Adhere to security protocols while verifying member identities before assisting with their inquiries.
- Review member profiles in the core data system to identify previous interactions and ensure seamless service.
- Assess member needs, recommend suitable services or loan products, and promote automated solutions.
- Inform members about ongoing promotions and account offerings, enhancing their understanding of available benefits.
- Resolve financial and non-financial account discrepancies and update member records with call details.
- Meet service goals and manage multiple call queues efficiently.
- Uphold credit union policies and procedures while ensuring accuracy in account corrections and calculations.
Requirements:
- Proven experience in customer service, preferably within a call center environment.
- Proficiency in handling inbound and outbound calls with excellent communication skills.
- Strong aptitude for data entry and maintaining accurate records.
- Familiarity with Microsoft Excel and Word for documentation and reporting purposes.
- Ability to manage email correspondence and schedule appointments effectively.
- Skill in identifying member needs and matching them with appropriate services or products.
- Detail-oriented mindset to ensure accuracy in order entry and account updates.
- Capability to thrive in a fast-paced environment while maintaining professionalism.