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Call Center Representative Jobs
Company | Mass Bay Credit Union |
Address | Boston, MA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Banking |
Expires | 2023-10-11 |
Posted at | 7 months ago |
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
Knowledge, Skills, And Experience Required
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
- 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.
- Assumes other duties as new products, services, or technology are introduced.
- 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.
- Cross-trains for other functions within the branch/department and performs those responsibilities as requested.
- Verifies and updates member address information as needed or requested.
- Informs members of credit union products and services, explaining features and benefits; and cross-sells products and services when appropriate.
- Transfers money to various accounts and/or make loan payments as requested by member.
- Accepts member's check reorder requests, and verifies information for accuracy.
- Adheres to the anti-money laundering policy and the Bank Secrecy laws.
- Attends training sessions upon request.
- Assists with stop payment requests following credit union procedures.
- 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.
- Functions as a full-service member service rep providing accurate deposit, transfer, and disbursement services to members via telephone and/or electronic requests.
- Provides share and loan rates, account balances, check clearings, deposits, auto value information, and any other information as requested by the member.
Knowledge, Skills, And Experience Required
- Position requires one year of member service or call center experience in a bank or credit union.
- Work requires general knowledge of all Credit Union products and services.
- 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.
- Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.
- Requires education equivalent to a four-year high school education. Proficiency with computer software applications is required.
- 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.
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