Service Specialist I (51903)

VERVE A CREDIT UNION•Oshkosh, WI

5d•$18 - $19•Onsite

About The Position

The Service Specialist I provides frontline support to members and prospective members through multiple channels, including phone, email, fax, online message center, and live chat. This role is responsible for resolving inquiries, troubleshooting issues, and delivering accurate information about credit union products and services. The position requires professionalism, attention to detail, and a commitment to delivering high-quality service in a dynamic environment.

Requirements

High school diploma or equivalent required.
English language proficiency required.
Knowledge of customer service principles and practices.
Some experience in a call center or customer service environment.
Possess a high degree of accuracy and attention to detail in work product.
Excellent data entry and typing skills.
Ability to operate standard office equipment, such as personal computer, printer, fax, copier and scanner.
English language is proficient.
Able to read, comprehend and analyze general business material, technical procedures, and government regulations.
Excellent communication skills; proficient business writing, good presentation and verbal ability to effectively respond to members and coworkers.
Able to solve practical problems and interpret instructions furnished in a variety of formats.
Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally.
While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone.
May occasionally reach with hands and arms; stoop, kneel, and crouch

Nice To Haves

Phone Center experience preferred.
Financial experience preferred.

Responsibilities

Deliver prompt, courteous, and accurate assistance to members and prospects across all supported communication channels.
Educate members on credit union products, services, and policies while identifying opportunities to refer appropriate solutions.
Troubleshoot member concerns by identifying root causes and applying appropriate solutions or escalation paths.
Accurately document all appropriate member interactions, including resolutions, and follow-up actions, in accordance with compliance and procedural standards.
Consistently meet or exceed performance expectations in the following areas: Scheduling Adherence Quality Assurance (QA) evaluations Call Handling Metrics Speed to Answer Referral generation
Support team goals by contributing to a culture of continuous improvement and service excellence.
Partner with internal teams to ensure seamless service delivery and issue resolution.
Participate in ongoing training and development to maintain proficiency in systems, procedures, and service standards.