Customer Experience Specialist
Job in
Montgomery, Montgomery County, Alabama, 36136, USA
Listed on 2026-07-08
Listing for:
MAX Credit Union
Full Time
position Listed on 2026-07-08
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Customer Success Mgr./ CSM
Job Description & How to Apply Below
- Promptly and professionally responds to member phone calls, providing support for account inquiries, transaction assistance, debit/credit card issues, and general service needs.
- Takes initiative to resolve member concerns during the initial contact when possible. Collaborates with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up.
- Opens and maintains all service-related accounts. Ensures documentation is accurate and compliant.
- Proactively identifies member needs and recommends relevant financial solutions, consistently meeting cross-sell goals through personalized service and a consultative approach.
- Maintains working knowledge of Credit Union services including online banking, wire transfers, and digital tools. Stays current with promotions and new offerings.
- Utilizes effective verbal communication and tone, adapting style to each member interaction. Maintains a friendly, courteous, and empathetic demeanor across all touchpoints.
- Balances time between live interactions and offline tasks, meeting productivity and occupancy goals. Prioritizes daily responsibilities with attention to detail and accuracy.
- Acts as a trusted advisor, showing empathy, professionalism, and genuine care for member needs. Seeks feedback and continuously improves service delivery.
- Follows security protocols when handling member data and account access. Reports suspicious activity and maintains compliance with internal and regulatory standards.
- Supports peers through knowledge sharing and positive engagement.
- Maintains a member first mindset.
- Upholds core values and builds team member and customer relationships.
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