Work Location: Madison, WI
We are seeking an uncommon professional to join our team as a Customer Support Specialist I
Job Responsibilities
1. Act as a liaison to customers for the Service Products. This includes working with field staff and customers directly to utilize customer information to assess customer needs and make recommendations on Services Products that best meet customer needs. Provide up-sell and cross-sell alternatives to customers that are mutually beneficial to both the customer and CUNA Mutual Group.
2. Process customer requests for Services Products received via multiple channels. Evaluate and input information from all relevant sources into the appropriate processing systems including; replacement and payment information. Evaluate requests using appropriate compliance measures, system processes and tools. Complete fulfillment from initial receipt of request to production. Understand the overall fulfillment process and needs of the customer in order to make good judgment when processing customer requests. Customer requests and situations that go beyond the expertise of this position are referred to other fulfillment levels.
Systems used: Intranet, Order Management, CISS, Lotus Notes, Microsoft Outlook, Microsoft Office, Image, Profile and InterGroup and Wynstar.
3. Complete fulfillment from request to production for orders generated due to a regulatory update or enhancement to Documents.
4. Follow up on customer requests pending for information, forms, and/or financial considerations with either the field representative or customer. Assure quality and accuracy of all requests processed, making corrections when errors are detected. Take appropriate action on follow-ups, reopens, reissues, and complaints as qualified by training and experience.
5. As needed represent work area in corporate and department projects.
The above statement of duties is not intended to be all-inclusive and other duties may be assigned from time to time.
Job Requirements
1. Bachelor's degree in Business, Marketing or equivalent trade-off of work experience in the financial services industry with an emphasis in operations.
2. Three (3) years work experience in an office setting involving analyzing and interpreting customer information to conduct needs based selling and customer service activities.
3. Three (3) years compliance experience in analyzing, interpreting and applying Federal & State regulations.
4. Working knowledge of all Services Products and Operational Processes.
5. Working knowledge of customer processes and practices.
6. Demonstrated ability to communicate both verbally and written with internal and external customers via telecommunications equipment.
7. Demonstrated flexibility with tasks and responsibilities as well as organizational and planning skills to process a high volume of work and meet deadlines and standards.
8. Attention to detail and ability to maintain a high level of accuracy.
9. Demonstration of teamwork skills via previous work assignments.
10. Demonstrated ability to work under own initiative.
11. Inter mediate computer skills required to effectively operate in a Windows environment with minimum keyboarding skills of 40 wpm. Typing test will be administered.
12. Demonstrated understanding of Data Processor relationships in connection with credit union operations.
13. Demonstrated proofreading skills. Visual Comparison test will be administered; passing score is at or above the 33rd
percentile.
In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded. To apply, create a career notification agent, and learn more about how CUNA Mutual delivers relevant products ' via our Insurance, Services, and Asset Management businesses ' to customers around the globe, visit our website at:
www.cunamutual.com
EOE
Experience Level: 1-3 years
Area of Interest(s): Claims, Customer Operations, Customer Service
Type of Job: Full Time
Job ID: MML20142102-25974
We are seeking an uncommon professional to join our team as a Customer Support Specialist I
Job Responsibilities
1. Act as a liaison to customers for the Service Products. This includes working with field staff and customers directly to utilize customer information to assess customer needs and make recommendations on Services Products that best meet customer needs. Provide up-sell and cross-sell alternatives to customers that are mutually beneficial to both the customer and CUNA Mutual Group.
2. Process customer requests for Services Products received via multiple channels. Evaluate and input information from all relevant sources into the appropriate processing systems including; replacement and payment information. Evaluate requests using appropriate compliance measures, system processes and tools. Complete fulfillment from initial receipt of request to production. Understand the overall fulfillment process and needs of the customer in order to make good judgment when processing customer requests. Customer requests and situations that go beyond the expertise of this position are referred to other fulfillment levels.
Systems used: Intranet, Order Management, CISS, Lotus Notes, Microsoft Outlook, Microsoft Office, Image, Profile and InterGroup and Wynstar.
3. Complete fulfillment from request to production for orders generated due to a regulatory update or enhancement to Documents.
4. Follow up on customer requests pending for information, forms, and/or financial considerations with either the field representative or customer. Assure quality and accuracy of all requests processed, making corrections when errors are detected. Take appropriate action on follow-ups, reopens, reissues, and complaints as qualified by training and experience.
5. As needed represent work area in corporate and department projects.
The above statement of duties is not intended to be all-inclusive and other duties may be assigned from time to time.
Job Requirements
1. Bachelor's degree in Business, Marketing or equivalent trade-off of work experience in the financial services industry with an emphasis in operations.
2. Three (3) years work experience in an office setting involving analyzing and interpreting customer information to conduct needs based selling and customer service activities.
3. Three (3) years compliance experience in analyzing, interpreting and applying Federal & State regulations.
4. Working knowledge of all Services Products and Operational Processes.
5. Working knowledge of customer processes and practices.
6. Demonstrated ability to communicate both verbally and written with internal and external customers via telecommunications equipment.
7. Demonstrated flexibility with tasks and responsibilities as well as organizational and planning skills to process a high volume of work and meet deadlines and standards.
8. Attention to detail and ability to maintain a high level of accuracy.
9. Demonstration of teamwork skills via previous work assignments.
10. Demonstrated ability to work under own initiative.
11. Inter mediate computer skills required to effectively operate in a Windows environment with minimum keyboarding skills of 40 wpm. Typing test will be administered.
12. Demonstrated understanding of Data Processor relationships in connection with credit union operations.
13. Demonstrated proofreading skills. Visual Comparison test will be administered; passing score is at or above the 33rd
percentile.
In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded. To apply, create a career notification agent, and learn more about how CUNA Mutual delivers relevant products ' via our Insurance, Services, and Asset Management businesses ' to customers around the globe, visit our website at:
www.cunamutual.com
EOE
Experience Level: 1-3 years
Area of Interest(s): Claims, Customer Operations, Customer Service
Type of Job: Full Time
Job ID: MML20142102-25974