SUPPORT SERVICE SPECIALIST (Mid shift)

4Front Credit Union•Traverse City, MI

2h•$20 - $25

About The Position

Responsible for handling a variety of member service requests in a prompt and courteous manner. Answers member questions and resolves problems regarding accounts, payments, products and services. Provides outstanding service to members and seeks to deepen member relationships. Delivers the right solutions, including additional 4Front products and services, to meet member needs and exceed their expectations. Responsible for supporting Communication Center Specialists through daily support tasks including document requests, esignatures, and all member requests from chat, virtual banking, email, SMS, and escalations from our outsourcing partner.

Requirements

High school graduate or equivalent.
General knowledge of Credit Union policies and procedures
Understanding of Credit Union philosophy
General knowledge of Credit Union products and services
Minimum of one year in Communication Center preferred.
Excellent communication and public relation skills.
Professional appearance, dress, and attitude.
Ability to operate related computer software, telephone and business equipment.

Responsibilities

Handles member questions and complaints received through remote service channels in a timely and professional manner.
Completes research and resolves requests from the Communication Center. Forwards more complex problems to Communication Center Leads.
Actively cross sells Credit Union products and services.
Completes maintenance on accounts.
Coordinates the completion of forms for dispute, wires, accounts and applications.
Maintains and projects the Credit Union’s professional reputation.
Provides outstanding service to members when assisting them.
Relates to and connects with members to instill confidence and gain their trust.
Identify member’s initial needs and additional needs by asking the right questions.
Offer the right solutions, including additional products and services, in order to ensure member satisfaction.
Attends and participates in meetings as required.
Assists other departments as necessary.
Ensures work areas and equipment are clean and well maintained.
Performs procedures for opening and closing of operations, including alarm, and door duties.
Performs related clerical functions as required.
Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.