Customer Service Representative (Remote)

Diamond Credit Union is a community-focused financial institution seeking a Customer Service Representative to join their Member Experience Center. The role involves handling member requests, providing exceptional service, and utilizing product knowledge to identify cross-sell opportunities.

Responsibilities:

• Effectively handle incoming calls, making sure all calls are answered within 2 rings, while ensuring established average speed of answer performance and abandon rate standards are met
• Assist members with general inquiries, account management, routine account-related requests such as: account reconciliation, evaluation and explanation of products, service fee and overdraft charges, up to and including fee refunds, transfer of funds, stop payment requests, debit cards (i.e.: usage, limits and dispute processing), credit card and loan payment processing, account maintenance changes (i.e.: name/address, phone, etc.) check reorders and interaction with internal support departments and 3rd parties

Requirements:

• Must be local to Pottstown, PA
• Demonstrated dedication to positive, member-focused service
• Good interpersonal and communication skills to ensure member related issues are handled in a fair, consistent manner
• Good organizational skills and attention to detail
• Ability to work through member situations and provide effective and accurate resolutions
• Good technical skills and ability to work with multiple systems
• Ability to be available at 8:00am M-Sat
• Available to work until 5:00pm M-W, 7:00pm Th, 6:00pm Fri, and 1:00pm Sat on a rotational basis
• High school diploma or equivalent
• Two plus years of customer service experience, preferably within a financial institution