Bank Call Center Representative - Mass Bay Credit Union

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:

1. Functions as a full-service member service rep providing accurate deposit, transfer, and disbursement services to members via telephone and/or electronic requests.
2. 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.
3. 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.
4. Completes payroll distribution change requests, following credit union procedure guidelines.
5. Verifies and updates member address information as needed or requested.
6. Assists with stop payment requests following credit union procedures.
7. Transfers money to various accounts and/or make loan payments as requested by member.
8. Provides share and loan rates, account balances, check clearings, deposits, auto value information, and any other information as requested by the member.
9. Accepts member's check reorder requests, and verifies information for accuracy.
10. 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.
11. Attends training sessions upon request.
12. Cross-trains for other functions within the branch/department and performs those responsibilities as requested.
13. Informs members of credit union products and services, explaining features and benefits; and cross-sells products and services when appropriate.
14. Adheres to the anti-money laundering policy and the Bank Secrecy laws.
15. 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:

1. 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.
2. Work requires general knowledge of all Credit Union products and services.
3. Requires education equivalent to a four-year high school education. Proficiency with computer software applications is required.
4. Position requires one year of member service or call center experience in a bank or credit union.
5. 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.
6. Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.