Assists members and potential members with their telephone, online, and mobile requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations
Assist with general department administration and reporting
Manage customer service tickets and chats
Responds to questions and/or provides information upon request from members (internal and external)
Processes requests/transactions, as appropriate
Assists members and potential members in understanding and utilizing products and services
Other duties as assigned
Requirements of the Member Services Specialist:
One to two years of previous experience in customer service
Demonstrated knowledge of banking products, services, policies, and procedures
Previous telephone sales and customer service experience
Excellent oral, written, telephone and interpersonal communication skills
Excellent organizational and problem-solving skills
Must possess a strong service orientation
Ability to handle multiple tasks/priorities in a fast-paced environment
Tech-savvy including proficiency in Microsoft Office Suite programs