Customer Relationship Specialist

Freddie Mac; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading financial services company is seeking a Customer Relationship Specialist to assist callers with account information and cross-sell banking products. The role involves resolving customer inquiries, documenting interactions, and promoting new account openings. Ideal candidates will have a strong background in customer service and sales, with a focus on accountability and communication skills. This position is office-based with regular hours, offering an opportunity to contribute to customer satisfaction and relationship building.

Qualifications

• Minimum 2 years banking experience required.
• High School Diploma or equivalent is required.

Responsibilities

• Provides information and resolves problems for customers.
• Cross-sells products to existing customers.
• Documents all instances of customer contact into the CRM system.

Skills

Accountability

Active Listening

Communication

Critical Thinking

Service Orientation

Education

High School Diploma

Bachelor's Degree

Tools

MS Office

EasyLender

Cleartouch

OnBase

Job description

Job Type

Full-time

Description

The Customer Relationship Specialist assists callers with account information and cross-sells banking products and services.

Requirements

Duties and Responsibilities:

1. Provides information and resolves problems for customers and non-customers via various delivery channels by accessing account and product information.
2. Facilitates first contact answers and solutions for in-depth customer questions and issues; follows up on requests.
3. Answers and follows up on emails sent to the bank's general information email address.
4. Documents all instances of customer contact (phone, voicemail, email, etc.) into the CRM system.
5. Knowledgeable of all First Federal Lakewood products.
6. Cross-sells products to existing customers by assessing their total relationship and recommending new products/services; encourages new relationships with non-customers and facilitates new account openings.
7. Assists branches with opening procedures related to branch security.
8. Other duties as required.

Necessary Competencies:

• Accountability
• Active Listening
• Coachability
• Communication
• Composure
• Critical Thinking
• Organizational Savvy
• Service Orientation

Technical Expertise:

• Experience in sales is preferred.
• Experience in customer service is required.
• Experience in financial services or banking is preferred.
• Proficient in typing and ten key.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software is required. Experience with EasyLender, Cleartouch, OnBase, and various government and investor software/web portals is preferred.

Education and Experience:

• High School Diploma or equivalent is required; Bachelor's degree is preferred or equivalent experience.
• Certification: None.
• Minimum of 2 years banking experience required.
• No supervisory experience required.

Physical Environment:

• Regularly required to lift, walk, stand, sit, bend, reach, climb, push/pull, use hands, see, hear, and speak.
• Occasionally lift and/or move up to 25 pounds.
• Work environment usually quiet to moderate noise level.
• An internet connection is required for remote work.
• This position is based in an office setting, five days a week, with typical hours Monday-Friday 8:00 am to 6:00 pm and Saturday 9:00 am to 2:00 pm. Hours may vary.

This job description provides a general overview and does not encompass all activities, duties, or responsibilities involved in this position.