Contact Center Representative

Contact Center Associate

Reports to Contact Center Supervisor

Status Non-exempt

Job purpose: 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.

Duties and responsibilities: The Contact Center Associate is a key role within the Contact Center focused on providing exceptional service to Mass Bay Credit Union members in line with the credit union's multi-channel service strategy. Primary responsibilities involve communicating with members and prospects via phone, email, ITM and secure messaging. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization.

Member Service Experience:

• Verbal and written customer service skills across multiple communication channels
• 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.
• Ability to support the departments' efforts to deliver exceptional member experience.
• Review and complete online membership applications. Ensure all necessary documentation has been received and applicants meet the guidelines of membership acceptance.
• Be able to demonstrate a high level of proficiency with Mass Bay Credit Union's products and digital technology offering.

Operational Proficiency:

• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience. Embrace new and emerging technologies to support operations and members through flexibility and the ability to learn and adapt to change.
• Work as team within the Contact Center and across Mass Bay Credit Union; Collaborate. Communicate. Support.
• Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect members and the Credit Union.
• 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.

Business Acumen and Technical Knowledge:

• Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)
• Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms
• Systems proficiency and navigation
• Digital Technology (includes online banking & mobile platforms)

Support "PICK US":

• Submit referrals to other Mass Bay Credit Union departments to expand existing member relationships.
• Strong advocacy for the Mass Bay Credit Union brand
• 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.

Qualifications:

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

Working conditions:

• Works mostly at desk with a chair.
• Traveling to other branch locations may be required.

Physical requirements:

• Ability to lift and carry objects up to 25 pounds.
• Ability to use a keyboard, monitor and other standard office equipment.

Direct reports: N/A