TruStage · 4 days ago
Customer Support Specialist (Hybrid)
Madison, WI
Full-time
Hybrid
Mid Level
$48K/yr - $85K/yr
3+ years expTruStage is on a mission to make a brighter financial future accessible to everyone. The Customer Support Specialist will perform service functions for lending products, interacting with customers to analyze needs and recommend solutions, while ensuring customer satisfaction and compliance with regulations.
Financial Services
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
Qualification
Required
Bachelor's degree in Business, Marketing or equivalent trade-off of work experience in the financial services industry with an emphasis in operations
Three (3) years' work experience in an office setting involving analyzing and interpreting customer information to conduct needs based selling and customer service activities
Three (3) years compliance experience in analyzing, interpreting and applying Federal & State lending regulations
Working knowledge of all Services Products and Operational Processes
Working knowledge of Credit Union lending and savings processes and practices
Demonstrated understanding of Data Processor relationships in connection with credit union operations
Demonstrated ability to communicate both verbally and written with internal and external customers via telecommunications equipment
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
Attention to detail and ability to maintain a high level of accuracy
Demonstration of teamwork skills via previous work assignments
Demonstrated ability to work under own initiative
Intermediate computer skills required to effectively operate in a Windows environment
Two (2) years' experience to include the following: Forms design software, including Adobe LiveCycle and Adobe Professional
Personal computers to include Windows operating systems and associated PC software packages and internet applications
Thorough knowledge of computers and associated programming utilizing JavaScript or XML
Demonstrated ability to use forms creation concepts including design software, terminology, layout and placement of data fields
Benefits
Medical
Dental
Vision
Employee assistance program
Life insurance
Disability plans
Parental leave
Paid time off
401k
Tuition reimbursement
Company
TruStage
TruStage™ is a financially strong insurance and financial services provider, built on the philosophy of people helping people, meeting the needs of middle-market consumers and the businesses that serve them.
1001-5000 employees
H1B Sponsorship
TruStage has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (15)
2023 (13)
2022 (25)
2021 (15)
2020 (15)
Funding
Current Stage
Late StageLeadership Team
Sidd Kuckreja
SVP, Chief Technology Officer
Brian J. Borakove
Senior Vice President - Deputy Chief Financial Officer
Company data provided by crunchbase