Account Specialist

We are seeking Account Specialists to join our team! Training will be on-site and transition to work from home. Previous Banking Call Center or Banking experience is highly preferred!

Responsibilities

• Respond to all inbound phone and/or multimedia inquiries while meeting established metrics and upholding the Contact Center service level agreements.
• Utilize the provided matrix, properly authenticate each caller prior to releasing any confidential account information.
• Always maintain confidentiality of members’ financial information.
• Maintain advanced knowledge level our four product lines in order to effectively respond to customer inquiries and troubleshoot problems.
• Discover member needs through conversations, questions, and a review of accounts while promoting and cross-selling products and services.
• Provide technical support and troubleshoot our digital products, such as online banking, mobile app, and bill pay.
• Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests to ensure the best member experience possible.
• Increase and promote loan volume by cross-selling loan products to existing and prospective members.
• Accurately complete member transactions while maintaining confidentiality.
• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving member issues.
• Comply with all Contact Center policies, processes, and procedures.
• Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
• Perform other duties as assigned.

Qualifications and Education Requirements

• Two years of retail, banking, sales, or customer service industry experience
• Contact Center experience preferred.
• High school diploma or equivalency required; college degree preferred.
• PC literacy
• Ability to navigate multiple software applications.

Additional Skills/Notes

• Effective sales skills.
• Excellent and effective verbal and written communication skills.
• Ability to multitask.'

Job Type: Full-time

Pay: $19.00 - $22.00 per year

Schedule:

• Monday to Friday

Work Location: One location