Care Center Specialist I

Role: 

To provide exceptional customer experience in an accurate, professional, and efficient manner via Interactive Teller Machine (ITM), telephone, email, chat messaging, and mail, while focusing on being innovative in driving the success of Heart of Louisiana Credit Union.

Essential Functions & Responsibilities:

1. Operating the ITM and performing most of the same functions as traditional tellers: cash and deposit checks, transfers, payments, cash withdrawals, cash or check deposits, and balance inquiries.

2. Assist members by answering/managing calls, chat messages, and voicemails.

3. Daily virtual balancing with the ITMs. Providing exceptional customer satisfaction with every member. 

4. Research and resolve most member questions, problems, and concerns for online reset and support.

5. Print teller/cashier checks, and statements

6. Identify opportunities for referrals and/or assist members in enrolling in all our Heart services.

7. Work a flexible schedule including Saturdays. 

8. Perform Care Center opening and closing procedures. In addition, too, other duties assigned by the Care Center Management.

Performance Measurements:

1. To assist in maintaining a high level of accuracy when performing member transactions.

2. Perform all duties in a timely manner to ensure a high level of member satisfaction.

3. Provide informed, professional, and accurate services to all members and staff.

4. Ensure all documentation is completed with precision.

5. Meet, Exceed, or Excel individual quarterly Care Specialist goals.

6. Possess excellent telephone communication skills and ensure the member or staff understands the message you are conveying.

Knowledge & Skills:

A minimum of six months of customer service experience.

Employees must be professional, dependable, and flexible.

Employees must be team players.

Education:  A high school education, GED, or college degree.

Interpersonal Skills

A significant level of trust and diplomacy are required, in addition to normal courtesy and tact. Work involves personal contact with others inside and/or outside the organization, regarding routine matters that may require additional discussion. 

Other Skills: Possess good phone etiquette and Excellent communication skills.