Retail Support Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Success-Operations Full Time Hamden, CT, US

3 days ago Requisition

Salary Range: $22.00 To $25.00 Hourly

Company Overview:

Nutmeg State Financial Credit Union (NSFCU) is a values-driven organization committed to intentional actions and investments to “be the change” in our community.
Our
Core Focus is to empower members and families to achieve stability, seize opportunity, and build legacy. We deliver relationship-based, impact-driven, purposeful financial solutions in a cooperative ecosystem.
Our
Core Values
are Integrity
, Responsibility
, Empathy
, and Engagement
.

Position

Description:

The primary purpose of this position is to assist Retail service delivery channels with member inquiries including: processing requested financial transactions, assistance with online banking requests, problem resolution and completing any follow-ups for service. The Retail Support Specialist is responsible for effectively communicating with all members either via digital delivery channels such as phone, email, or chat or through in-person member service in branches.

The Retail Support Specialist role requires operational agility. This role requires the ability for seamless transition between member service environments based on coverage needs and requires a dependable teammate who can provide exceptional member service regardless of the delivery channel or location.

Essential Functions:

• Member Service
  • Provide excellent member experience by relating well to the member, proactively selling products and services that benefit the member, thinking and exercising sound judgment, and acting responsibly in the member's and the Credit Union's best interests.
  • Resolve member requests and questions promptly, courteously, and professionally.
  • Promptly respond to incoming calls, emails, or chat messages from members seeking general information or assistance with their accounts.
  • Perform all platform teller functions which include cash deposits and withdrawals, check deposits and withdrawals, and record night/mail deposits.
  • Provide accurate and complete information. Ensure accuracy of all information before delivering it.
  • Proactively collect necessary information from members to understand their specific needs.
  • Clearly explain information, actively listens to member concerns, and maintains a professional demeanor.
  • Respond to complaints calmly, professionally, and with empathy while working to find satisfactory solutions and applying sound judgment and service recovery practices.
• Transaction, Product, and Service Expertise
  • Deliver high-quality member service by resolving inquiries, processing transactions accurately, and promoting appropriate Nutmeg products and services.
  • Perform all transactions and member service in accordance with credit union procedures and policies.
  • Maintain familiarity with all systems and other relevant software tools to manage member interactions efficiently.
  • Perform and oversee complex transactions including deposits, withdrawals, loan payments, and account maintenance and research.
  • Open, close, and service member accounts in accordance with policy and regulatory requirements.
  • Maintain thorough understanding of Nutmeg’s products, services, and policies to provide accurate information.
  • Consistently demonstrate ability to clearly explain credit union product features, benefits, and processes to support informed member decisions and resolutions.
• Adherence to Quality and Compliance Standards
  • Follow company policies and procedures related to data privacy, member information, and regulatory requirements.
  • Complete all required training and compliance course offerings.
  • Support branch cash management activities including cash orders, shipments, balancing, and vault controls.
  • Ensure required operational logs, reports, and controls are completed accurately and on schedule when supporting branch locations.
  • Adhere to and reinforce safety, security, and loss-prevention protocols to protect members, staff and assets.
  • Proactively identify and recommend updates when Retail procedures require review or adjustment.
  • Escalate trends, risks, or recurring issues to Retail leadership with recommended improvements.
• Sales and Service Culture Support
  • Engage members in meaningful conversations to identify needs and recommend appropriate solutions.
  • Serve as a role model for effective sales and service…