Customer Support Specialist (Hybrid)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Salary Grade: 235

Replacement Position: 1

Location: Madison, WI

Hours: TBD

Job Purpose:

Under the direction of the Lending Operations Manager, this position performs Service Functions for the Lending Products. This position interacts with customers & CMG Distribution Staff to gather and analyze customer needs making recommendations for Lending Products to fill those needs.  This includes coordination of internal and external resources and systems needed to complete each customer request. This position is also accountable for fulfillment of account level and state wide regulatory updates to documents.  This includes conducting basic compliance reviews.

This position receives and places telephone calls, maintains solid customer relationships by handling questions and concerns with speed and professionalism.  Ensures customer satisfaction by responding to customer needs. Duties to include processing document orders, verifying transactions, preparing correspondence and solving problems.

Job Responsibilities:

• Exhibit excellent customer service towards internal and external customers.
• Respond to inbound customer calls in a Call Center environment; ensure a seamless customer experience by triaging compliance calls and setting up appointments with the appropriate Compliance Analyst.
• 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.
• 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, CARMA, Forms Generation, Microsoft Outlook, Microsoft Office, Profile and InterGroup.
• Complete fulfillment from request to production for orders generated due to a regulatory update or enhancement to Documents.
• 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.
• 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 lending regulations.

4.    Working knowledge of all Services Products and Operational Processes.

5.    Working knowledge of Credit Union lending and savings processes and practices.

6.  Demonstrated understanding of Data Processor relationships in connection with credit union operations.

7.    Demonstrated ability to communicate both verbally and written with internal and external customers via tel