Call Center Representative

Choosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you.

Primary Function :

Provides quality information and exceptional member service and support by telephone and / or electronically. Answers member inquiries and / or resolves telephone and e-mail questions regarding account information.

Transfers calls to appropriate department or employee; and processes transactions, member correspondence, and requests via email and telephone.

Informs members of products and services and develops opportunities to cross-sell products. Handles all member transactions with complete discretion and confidentiality.

Essential Duties and Responsibilities :

• Functions as a full-service member service rep providing accurate deposit, transfer, and disbursement services to members via telephone and / or electronic requests.
• Researches and resolves routine issues or questions for members on accounts; and continuously monitors voice or email to ensure members' requests are met in a timely manner.
• Provides information on Certificates of Deposit and assists with simple roll-over of CDs as requested by member. Takes applications for CDs and coordinates application with Senior Branch Supervisor.
• Completes payroll distribution change requests, following credit union procedure guidelines.
• Verifies and updates member address information as needed or requested.
• Assists with stop payment requests following credit union procedures.
• Transfers money to various accounts and / or make loan payments as requested by member.
• Provides share and loan rates, account balances, check clearings, deposits, auto value information, and any other information as requested by the member.
• Accepts member's check reorder requests, and verifies information for accuracy.
• Assists members with statement inquiries and remote access; researches errors, and provides resolution; and / or refers member to proper department for resolution of issue / request.
• Attends training sessions upon request.
• Cross-trains for other functions within the branch / department and performs those responsibilities as requested.
• Informs members of credit union products and services, explaining features and benefits; and cross-sells products and services when appropriate.
• Adheres to the anti-money laundering policy and the Bank Secrecy laws.
• Assumes other duties as new products, services, or technology are introduced.

Note : The above is a description of the ordinary and essential duties of the position. Other duties both related and unrelated to the above may be assigned and therefore required.

Knowledge, Skills, and Experience Required :

• Professional and pleasant interpersonal and communication skills are essential for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
• Work requires general knowledge of all Credit Union products and services.
• Requires education equivalent to a four-year high school education. Proficiency with computer software applications is required.
• Position requires one year of member service or call center experience in a bank or credit union.
• Position requires the ability to read and understand oral and written instructions. Requires the ability to effectively communicate with members or employees and to solve day-to-day problems involving several variables in standard situations.
• Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.

Job Posted by ApplicantPro