Contact Center Service Specialist - Chatsworth
About The Position
The Contact Center Service Specialist performs a broad variety of member services, including opening and closing accounts, ordering checks and debit cards, processing mail and wire requests, and answering questions about Credit Union services. The role ensures member services are handled accurately, professionally, efficiently, and in accordance with established policies, standards, and security procedures. The specialist represents the Credit Union courteously, verifies members before disclosing account information, identifies concerns to expedite resolution, and educates members about products and services suited to their financial needs. The role also handles complex questions, assists with inbound requests through channels such as Live Chat, Chatbot, and secured messages, and supports service events as needed. Additional duties include securing or properly disposing of account information at day end, making outbound calls, faxing information, assisting and mentoring new team members, following up on member requests, cross-selling products and services, and maintaining an advanced understanding of IRA products and services.
Requirements
- High school graduate or equivalent.
- General knowledge of credit union policies and procedures.
- General understanding of credit union products and services.
- At least two years of experience in a member- or customer-facing environment.
- Experience with account management and transaction processing software.
- Excellent communication and public relations skills.
- Ability to use a personal computer and related software applications, including Microsoft Word and Excel.
Nice To Haves
- Bilingual Spanish speaker preferred.
- Experience working in a financial institution call center or branch office strongly preferred.
Responsibilities
- Ensure member service functions are performed effectively, accurately, professionally, and efficiently in accordance with Credit Union policies, standards, and security procedures.
- Represent the Credit Union in a courteous and professional manner.
- Properly identify members before disclosing account information.
- Identify member concerns to expedite resolutions and provide an excellent member experience.
- Educate, promote, and refer members to Credit Union products and services that meet their financial needs.
- Answer complex questions and provide resolutions for members and staff.
- Assist with inbound requests through channels such as Live Chat, Chatbot, and secured messages, and support service events as needed.
- Ensure member account information is secured at day end or properly disposed of.
- Perform outbound calls and fax information.
- Assist with new team members, including mentoring, and follow up on member requests.
- Actively and professionally cross-sell Credit Union products and services.
- Provide advanced understanding of IRA products and services.
Benefits
- Competitive pay.
- Subsidized medical, dental, and vision coverage.
- Flexible Spending Account (FSA) and Health Savings Account (HSA).
- Company-paid life and accidental death and dismemberment (A&D) insurance.
- Discounts on loans for members.
- Paid vacation, holidays, and sick time.
- 401(k) retirement savings plan with a 6% safe harbor employer match.
- Educational Assistance Program.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
