Fulfillment Specialist I

BayPort Credit Union • Newport News, VA

3d • $46,717 - $70,075

About The Position

The Fulfillment Specialist I processes member mail-in correspondence, including account maintenance, payments, and inquiries, and assists members with account-related change requests received through mail, phone, chat, SMS/text, home banking, and email. The position supports BayPort members by accurately and securely completing account-related requests within the Fulfillment Center, part of the omnichannel member operations function.

The role also works a queue of requests submitted by Contact Center representatives, prioritizes work to meet turnaround standards, routes requests outside the Fulfillment Center’s scope to the appropriate department, and escalates exceptions to the Fulfillment Center Supervisor. The position is expected to meet productivity, quality, accuracy, and turnaround standards and to follow BayPort policies, procedures, regulatory requirements, and internal controls, including secure handling of physical mail and payments.

Requirements

• High school diploma.
• 1–2 years of financial services experience.
• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Strong attention to detail and commitment to accuracy on every request.
• Proven ability to work effectively in an outbound call center environment.
• Ability to use reasoning and sound judgment when handling sensitive member information and recognizing when a request needs to be escalated.
• Ability to maintain strict confidentiality of member information.
• Ability to manage multiple requests and prioritize work within a queue.
• Clear and professional written and verbal communication skills across mail, phone, chat, SMS/text, and email.

Nice To Haves

• 2–3 years of contact center experience.
• General knowledge of financial services, including banking, credit union operations, and loan products.
• Familiarity with member service platforms and contact center systems.
• Experience in an environment requiring balancing multiple priorities at once.

Responsibilities

• Process member mail-in correspondence, including account maintenance requests, payments, and inquiries, accurately and within established timeframes.
• Assist members with account-related change requests received through mail, phone, chat, SMS/text, and email.
• Work the fulfillment queue of requests received by Contact Center representatives via phone, prioritizing work to meet turnaround standards.
• Route requests outside the scope of the Fulfillment Center to the appropriate department and follow up as needed.
• Escalate exceptions and unusual requests to the Fulfillment Center Supervisor.
• Meet established productivity, quality, accuracy, and turnaround standards.
• Follow BayPort policies, procedures, regulatory requirements, and internal controls, including the secure handling of physical mail and payments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED