Service Specialist I

Description

POSITION SUMMARY

The Service Specialist I provides frontline support to members and prospective members through multiple channels, including phone, email, fax, online message center, and live chat. This role is responsible for resolving inquiries, troubleshooting issues, and delivering accurate information about credit union products and services. The position requires professionalism, attention to detail, and a commitment to delivering high-quality service in a dynamic environment.

POSITION RESPONSIBILITIES

Member Engagement

• Deliver prompt, courteous, and accurate assistance to members and prospects across all supported communication channels.
• Educate members on credit union products, services, and policies while identifying opportunities to refer appropriate solutions.

Issue Resolution & Documentation

• Troubleshoot member concerns by identifying root causes and applying appropriate solutions or escalation paths.
• Accurately document all appropriate member interactions, including resolutions, and follow-up actions, in accordance with compliance and procedural standards.

Performance & Accountability

• Consistently meet or exceed performance expectations in the following areas:
  • Scheduling Adherence
  • Quality Assurance (QA) evaluations
  • Call Handling Metrics
  • Speed to Answer
  • Referral generation
• Support team goals by contributing to a culture of continuous improvement and service excellence.

Collaboration & Development

• Partner with internal teams to ensure seamless service delivery and issue resolution.
• Participate in ongoing training and development to maintain proficiency in systems, procedures, and service standards.

Qualifications

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• English language proficiency required.
• Phone Center experience preferred.
• Financial experience preferred.

KEY COMPETENCIES

• Knowledge of customer service principles and practices.
• Some experience in a call center or customer service environment.
• Possess a high degree of accuracy and attention to detail in work product.
• Excellent data entry and typing skills.
• Ability to operate standard office equipment, such as personal computer, printer, fax, copier and scanner.               
• English language is proficient.
• Able to read, comprehend and analyze general business material, technical procedures, and government regulations.
• Excellent communication skills; proficient business writing, good presentation and verbal ability to effectively respond to members and coworkers.
• Able to solve practical problems and interpret instructions furnished in a variety of formats.        

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone.  May occasionally reach with hands and arms; stoop, kneel, and crouch

WHAT DO WE OFFER?

BENEFITS

• Medical, dental and vision insurances
• Supplemental insurances
• Pre-tax and Roth 401(k) Safe Harbor options
• Flexible spending accounts
• Health Savings Account (HSA)
• Paid time off (PTO)
• Paid holidays, including birthday
• Bereavement and pet leave
• Basic Life/AD&D, short-term and long-term disability coverage at no cost
• Voluntary Life/AD&D
• Employee Assistance Program

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.