Client Service Representative

As a Client Service Representative at CU*Answers, your main responsibilities will include providing day-to-day software support to credit unions via phone, researching customer issues, and escalating complex problems to our Level 2 team. You will need to document software issues for processing and take part in ongoing training to enhance your job knowledge.

To become a Client Service Representative at CU*Answers, you should have a high school diploma or equivalent work experience, preferably with 1-2 years in customer service or a related administrative role. Familiarity with credit union operations and proficiency in Microsoft Office applications are also preferred.

Essential skills for a Client Service Representative at CU*Answers include excellent verbal and written communication, strong organizational abilities, and the capability to manage multiple priorities. You should also possess superior typing skills and be comfortable handling sensitive information with discretion.

CU*Answers provides a supportive work environment with a focus on team collaboration, professional development opportunities, and the chance to engage within a cooperative framework. Additionally, we encourage our Client Service Representatives to grow their knowledge in credit union operations and technology.

Yes, travel may be required for the Client Service Representative role at CU*Answers. You may need to travel to client sites or other locations throughout the United States, facilitating on-site support, training, and ensuring that client needs are met effectively.

Handling upset clients requires empathy and strong communication skills. Start by actively listening to their concerns without interrupting. Validate their feelings and reassure them that you're there to help. Then, gather essential information about their issue before working through possible solutions calmly and effectively.

To resolve a software issue, I would first ask the client detailed questions to understand the problem clearly. Next, I would perform preliminary troubleshooting based on common issues I know and consult our documentation if necessary. If the problem persists, I would escalate the call while keeping the client informed of what to expect.

I can share a relevant experience where a software issue required input from both the technical and customer service teams. I coordinated communication between departments, ensuring we gathered all necessary information from both sides and delivered a solution that satisfied the client promptly.

I have extensive experience with Microsoft Office applications, particularly Outlook, Word, and Excel. In this role, I would utilize Outlook for managing communications, Word for documentation, and Excel for tracking support tickets or client interaction histories to ensure organization and efficiency.

I prioritize tasks by assessing their urgency and complexity. Using time management tools such as to-do lists or software can help me stay organized. I focus on resolving issues that impact clients directly first while ensuring other tasks are scheduled efficiently.

I approach learning new software systems with an open mind and a structured methodology. I familiarize myself with system features through training sessions, hands-on practice, and user guides. I also take notes and seek help from colleagues if I encounter challenges, ensuring I understand the system thoroughly.

Handling sensitive information requires strict adherence to company policies for confidentiality. I ensure that conversations are private and secure, and I only share sensitive information with authorized individuals in line with company protocols to protect client privacy.

Excellent customer service means putting the client first, being responsive, and providing accurate solutions efficiently. It also involves showing empathy, building rapport, and ensuring the client feels valued and understood throughout their interaction with us.

In my previous role, I identified that our ticketing system could use more detailed tagging for tracking issues. I proposed and implemented a new categorization system that improved our response times and enhanced overall reporting, which was well received by both clients and the team.

I admire CU*Answers' commitment to supporting credit unions and fostering community collaboration. I appreciate the opportunity to work in such a supportive environment where I can leverage my skills in customer service while continuously growing and learning within the cooperative framework.