Contact Center Representative

Job title

Contact Center Associate

Reports to

Contact Center Supervisor

Status

Non-exempt

Job purpose

Provides quality information and exceptional member service and support by telephone and / or electronic communications. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.

Duties and responsibilities

The Contact Center Associate is a key role within the Contact Center focused on providing exceptional service to Mass Bay Credit Union members in line with the credit union's multi-channel service strategy. Primary responsibilities involve communicating with members and prospects via phone, email, ITM and secure messaging. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization.

Member Service Experience

• Verbal and written customer service skills across multiple communication channels
• Process transactions, member correspondence via the telephone and all electronic communications.
• Provide outstanding member experience to Mass Bay members and prospects via phone, email, ITM, secure messaging and other channels utilized by the Credit Union.
• Ability to support the departments' efforts to deliver exceptional member experience.
• Review and complete online membership applications. Ensure all necessary documentation has been received and applicants meet the guidelines of membership acceptance.
• Be able to demonstrate a high level of proficiency with Mass Bay Credit Union's products and digital technology offering.

Operational Proficiency

Business Acumen and Technical Knowledge

Support "PICK US"

Qualifications

Working conditions

Physical requirements

Direct reports

N / A

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