SUPPORT SERVICE SPECIALIST (Mid shift)

4Front Credit Union•Traverse City, MI

12h•Onsite

About The Position

This position is not eligible for immigration sponsorship. The Support Service Specialist is responsible for handling a variety of member service requests in a prompt and courteous manner. This includes answering member questions and resolving problems regarding accounts, payments, products, and services. The role focuses on providing outstanding service to members, deepening member relationships, and delivering appropriate solutions, including additional 4Front products and services, to meet and exceed member expectations. Additionally, the specialist supports Communication Center Specialists through daily tasks such as document requests, e-signatures, and managing member requests from chat, virtual banking, email, SMS, and escalations from outsourcing partners.

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
Excellent communication and public relation skills.
Professional appearance, dress, and attitude.
Ability to operate related computer software, telephone and business equipment.

Nice To Haves

Minimum of one year in Communication Center.

Responsibilities

Assume responsibility for the effective and professional completion of Support Service Specialist functions.
Handle member questions and complaints received through remote service channels in a timely and professional manner.
Complete research and resolve requests from the Communication Center.
Forward more complex problems to Communication Center Leads.
Actively cross sell Credit Union products and services.
Complete maintenance on accounts.
Coordinate the completion of forms for dispute, wires, accounts and applications.
Maintain and project the Credit Union’s professional reputation.
Assume responsibility for creating a positive member experience and deepening member relationships.
Provide outstanding service to members when assisting them.
Relate to and connect 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.
Attend and participate in meetings as required.
Assume responsibility for related duties as required or assigned.
Assist other departments as necessary.
Ensure work areas and equipment are clean and well maintained.
Perform procedures for opening and closing of operations, including alarm, and door duties.
Perform 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.