
Service Delivery Specialist
2 weeks ago
Job Title: Service Delivery Specialist
The role of a Service Delivery Specialist is pivotal in ensuring exceptional customer service and support to our members and internal customers. As part of our team, you will be responsible for delivering top-notch service through various communication channels.
Key Responsibilities:
- Engage with customers via phone, online, and other communication platforms to address their inquiries and resolve issues promptly and professionally
- Process transactions and administrative tasks efficiently, adhering to Service Level timeframes
- Support key operational functions such as Digital ID verification, online account fulfillment, and data validation
- Contribute to Quality Assurance reviews on inbound contacts
- Provide high-level professionalism and customer service to members, external parties, and colleagues
- Resolving escalated customer complaints in a timely and professional manner
- Investigate transactional/data or financial discrepancies, resolving them effectively or escalating as required
- Adhere to all relevant policies, procedures, and regulatory requirements
About You:
- A positive approach to work and collaboration within your team
- Willingness to learn, adapt, take initiative, and identify areas for improvement and automation
- Knowledge of financial products and services, as well as the laws and regulations governing deposits and investments
- Customer service ethic, with ability to follow up and follow through to complete tasks
- Effective communication skills, patience, and empathy to work with internal customers and members to resolve disputes
- Ability to work methodically through high volumes of work with attention to detail
- Good level of digital literacy, accurate data entry, numeracy, and computer skills
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