Contact Center Service Specialist - Chatsworth
About The Position
The Contact Center Service Specialist performs a broad range 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 supports members through inbound requests, including Live Chat, Chatbot, service events, and secured messages. The specialist provides accurate, efficient, professional service in accordance with Credit Union policies, standards, and security procedures. They identify members before disclosing account information, resolve concerns, educate members about relevant products and services, and answer complex questions. The role also includes outbound calls, sending information by fax, assisting and mentoring new team members, following up on member requests, 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 in a financial institution call center or branch office strongly preferred.
Responsibilities
- Perform member service functions accurately, professionally, and efficiently in accordance with Credit Union policies, standards, and security procedures.
- Represent the Credit Union courteously and professionally.
- Verify member identity before disclosing account information.
- Identify member concerns and expedite resolutions to provide a positive member experience.
- Educate members about, promote, and refer them 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 Live Chat, Chatbot, service events, and secured messages as needed.
- Secure member account information at the end of the day or dispose of it properly.
- Make outbound calls, fax information, assist and mentor new team members, and follow up on member requests.
- Cross-sell Credit Union products and services professionally.
- Maintain an advanced understanding of IRA products and services.
- Perform services including account opening and closing, check and debit card orders, and processing mail and wire requests.
Benefits
- Competitive pay.
- Subsidized health care, including medical, dental, and vision.
- Flexible spending account (FSA) and health savings account (HSA).
- Company-paid life and accidental death and dismemberment (A&D) insurance.
- Loan discounts for members.
- Paid vacation, holiday, 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
Education Level
High school or GED
