Customer Service Representative

Job Description

Job Description

We are looking for dedicated Customer Service Representatives to join a dynamic credit union call center in Edgewood, Maryland. In this long-term contract position, you will play a vital role in ensuring member satisfaction by delivering exceptional service and resolving inquiries efficiently. This role offers the opportunity to make a meaningful impact on the financial well-being of members while working in a collaborative and detail-oriented environment.

Responsibilities :

• Handle incoming member calls with care and efficiency, aiming for first-call resolution and a positive experience.
• Provide accurate and detailed information by leveraging established procedures and available tools.
• Address member concerns effectively, offering appropriate solutions and escalating issues when necessary.
• Adhere to security protocols while verifying member identities before assisting with their inquiries.
• Review member profiles in the core data system to identify previous interactions and ensure seamless service.
• Assess member needs, recommend suitable services or loan products, and promote automated solutions.
• Inform members about ongoing promotions and account offerings, enhancing their understanding of available benefits.
• Resolve financial and non-financial account discrepancies and update member records with call details.
• Meet service goals and manage multiple call queues efficiently.
• Uphold credit union policies and procedures while ensuring accuracy in account corrections and calculations.
• Proven experience in customer service, preferably within a call center environment.
• Proficiency in handling inbound and outbound calls with excellent communication skills.
• Strong aptitude for data entry and maintaining accurate records.
• Familiarity with Microsoft Excel and Word for documentation and reporting purposes.
• Ability to manage email correspondence and schedule appointments effectively.
• Skill in identifying member needs and matching them with appropriate services or products.
• Detail-oriented mindset to ensure accuracy in order entry and account updates.
• Capability to thrive in a fast-paced environment while maintaining professionalism.