Fulfillment Specialist I

BayPort Credit Union • Newport News, VA

2d

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 through channels such as mail, phone, chat, SMS/text, home banking, and email. This role supports BayPort members by completing account-related requests accurately and securely within the Fulfillment Center, part of the omnichannel member operations function.

The position works requests received through the Contact Center, prioritizes work to meet turnaround standards, routes requests beyond the Fulfillment Center’s scope to appropriate departments, and escalates exceptions to the Fulfillment Center Supervisor. The specialist is expected to meet productivity, quality, accuracy, and turnaround standards and follow BayPort policies, procedures, regulatory requirements, and internal controls, including secure handling of physical mail and payments.

Requirements

• High school diploma required.
• 1–2 years of financial services experience.
• Strong attention to detail and commitment to accuracy.
• 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.
• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Proven ability to work effectively in an outbound call center environment.

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.
• Financial services experience in an environment requiring management of multiple priorities.

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 channels including 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 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