Customer Service Specialist

This position follows the Customer Service Associate position in growth within the Operations – Customer Service department. This position is responsible for building superior relationships with credit union partners through being the single point of contact to provide effective resolutions to daily research, transactions, and software processing challenges. The incumbent solidifies relationships by personalizing credit union interactions through high-quality phone, email, and web communication tools, while also assisting other Customer Service Associates/Specialists with complex tasks. This position develops, maintains, and reviews all areas of Customer Service for possible workflow improvement and efficiencies, including documentation. This position requires extended hours and weekend on-call coverage in support of credit unions.

Essential Functions:

• Analyze, evaluate, and resolve problems reported by credit unions in a timely manner, using existing tools and documentation. Determine appropriate action and alternative processes as required. Originate incidents and change requests, with assistance, using the departmental tracking systems.
• Act as the primary service liaison to provide quality, service-oriented support to credit unions. Ensure timely, accurate, and complete responses to all incoming items. Establish and maintain a positive, professional rapport with credit unions.
• Assist in staff training to ensure knowledgeable service-oriented employees while working with management to develop, maintain, and review current processes for efficiencies. Complete projects and attend assigned project meetings as determined by the Team Leader – Customer Service.
• Maintain current knowledge of the legislative, regulatory, and operational rules or procedures affecting the department’s product and service offerings and their relationship to other departments and vendors. Provide professionally written correspondence when needed to credit unions.

To learn more about Synergent, please visit www.synergentcorp.com. To apply, please submit a resume and cover letter including salary requirements to recruitment@synergentcorp.com. We look forward to hearing from you!