Call Center Specialist

Job Summary

Deliver exceptional service and support to credit union members by providing accurate information, thoughtful solutions, and education on products and services. This role is dedicated to creating outstanding member experiences while upholding the highest standards of professionalism, confidentiality, and member service.

Essential Functions

• Serve members with enthusiasm and professionalism by providing prompt, courteous, and efficient support via phone, email, and video.
• Research, resolve, and follow up on member inquiries, concerns, and account-related issues to ensure complete satisfaction in a timely manner.
• Provide knowledgeable assistance regarding share accounts, share drafts, Visa cards, IRAs, loans, and other credit union products and services.
• Proactively identify opportunities to cross-sell and promote credit union products that best meet member needs.
• Assist members with remote access services, including troubleshooting and guidance.
• Maintain strict confidentiality of all members and employee information.
• Foster a positive, cooperative, and respectful environment for members and colleagues.
• Support Member Service Representative functions as needed to ensure seamless service coverage.
• Monitor and respond promptly to member service voicemails, online inquiries, and emails.
• Open and close accounts, verify account information, and accept loan applications.
• Assist members with credit, debit, and prepaid card services.
• Process travel notifications, bill pay maintenance, and remote deposit capture functions.
• Submit loan applications as needed to support the loan department.
• Perform additional duties as assigned by the President/CEO or Executive Management.

Competencies & Skills

• Strong ethical standards and integrity
• Leadership and sound decision-making abilities
• Excellent verbal and written communication skills
• Member-focused mindset with a passion for service
• Effective promotion and relationship-building skills

Requirements & Qualifications

• High School Diploma or equivalent required
• Minimum of two years of customer or member service experience preferred

Physical Demands & Work Environment

While performing the duties of this position, the employee is regularly required to:

• Sit or stand for extended periods of time.

• Use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

• Speak and hear clearly to communicate with members, coworkers, and vendors.

• Occasionally lift and/or move up to 50 pounds (such as files, office supplies, or cash boxes).

• Reach, bend, or stoop as needed to access files or office equipment.

• Maintain visual acuity to review detailed documents, reports, and computer screens.

Work Environment:

• Work is generally performed in a professional office or branch setting.

• The noise level is typically quiet to moderate.

• The position involves frequent contact with members and requires a professional and friendly demeanor.

• May occasionally require travel between branches or attendance at community events, meetings, or training sessions.

• Compliance with all Credit Union safety, security, and confidentiality standards is required.

The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

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