What are the responsibilities and job description for the Call Center Specialist position at Garden Savings Federal Credit Union?
Call Center Specialist
Parsippany, NJ
Full-Time | Non-Exempt
About Us
We are a member-focused credit union committed to helping individuals achieve their financial dreams. Our team thrives on delivering exceptional service and building lasting relationships with our members.
Job Summary
As a Call Center Specialist, you will be the voice of our credit union, assisting members by phone with their financial needs. You’ll provide outstanding service, resolve issues, and promote products and services that support our members’ financial goals.
Key Responsibilities
- Handle member inquiries related to ATM, debit/credit cards, funds transfers, online/mobile banking, ACH disputes, and more.
- Respond to calls, voicemails, texts, and emails in alignment with our service standards.
- Identify member needs and recommend appropriate products and services.
- Research and resolve routine account issues and complaints.
- Support Electronic Services with overflow tasks.
- Fulfill member requests for account records.
- Report suspicious activity to management and compliance.
- Mentor and train team members as needed.
- Participate in special projects or assist other departments as assigned.
Qualifications
- Previous experience in a call center or customer service role preferred, but we are willing to train the right candidate.
- Strong written and verbal communication skills, bilingual conversationalist strongly preferred.
- Ability to multitask and work in a fast-paced environment.
- Familiarity with banking products and services is a plus.
Skills and Requirements
- High School Diploma or GED equivalent
- Ability to assist members in a warm and professional manner.
- Team player with a courteous attitude and ability to provide conflict resolutions.
- Possesses professional maturity with a pleasant and patient phone etiquette.
- Detail oriented with an ability to multi-task while maintaining a high degree of accuracy.
- Completes tasks with a sense of urgency to meet all deadlines.
- Strong computer skills in Microsoft (MS Office) environment and all job-related software programs.
- A high level of integrity, confidentiality, and a strong work ethic is required.
Extensive Benefits
- Competitive salary
- Health, Dental, FSA, Life, LTD, and Vision insurance
- Paid Vacations and Sick Time
- Paid Holidays
- Generous Company Match 401(k) plan
- Paid Birthday
- Paid Volunteer Day
- Paid Training
Physical Requirements and Working Conditions
- Professional office environment with moderate sound.
- Flexibility to work: Monday – Friday 8:30 a.m. to 5:30 p.m., and rotating Saturdays 8:45 a.m. to 12:15 p.m.
- Ability to move around the building as well as travel to other branches, off-site training, and/or meetings as needed is required.
- Ability to use office equipment such as computer, telephone, copier, stamp machine, etc.
- Ability to sit or stand for prolonged periods of time.
- Vision corrected to within normal limits.
- Ability to listen, hear, and understand to assist members by phone.
We look forward to welcoming a passionate and service-oriented professional to our team!
Garden Savings Federal Credit Union is proud to be an equal opportunity employer, fostering diversity and inclusion in the workplace. All employees and qualified applicants for employment are covered by federal and state discrimination laws. All employment decisions, including recruitment, promotions, appraisals, and/or training are made without regards to any protected characteristics.
If you have any questions, or require assistance or reasonable accommodation, please call (973) 586-2000.