Bank Call Center

Mass Bay Credit Union • Boston, MA

206d

About The Position

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.

Requirements

• Associate or bachelor's degree and/or 6 months - 2 years' experience in a banking/financial services and/or contact center experience preferred.

Responsibilities

• Communicating with members and prospects via phone, email, ITM and secure messaging.
• 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.
• Review and complete online membership applications. Ensure all necessary documentation has been received and applicants meet the guidelines of membership acceptance.
• Demonstrate a high level of proficiency with Mass Bay Credit Union's products and digital technology offering.
• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience.
• Work as a team within the Contact Center and across Mass Bay Credit Union; Collaborate. Communicate. Support.
• Identifies and reports fraud or suspected fraud occurrences.
• Transfer calls to the appropriate department.
• Initiates address changes, member contact information updates, stop payments, debit card ordering, debit card cancellation, fraud disputes and account inquiries through each electronic channel utilized by the Credit Union.
• Submit referrals to other Mass Bay Credit Union departments to expand existing member relationships.
• Engage in growth activities to include uncovering member needs, offering solutions, closing the business, follow-up, outbound calling and recording each point of member contact in the Credit Union's system of record.

What This Job Offers

• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 101-250 employees