Contact Center Representative

Job Description

Job Description

SUMMARY

We are seeking a motivated individual to join our Operations Team. This position provides quality service and information to our membership in a pleasant, professional, and efficient manner via telephone or correspondence. Responsible for executing timely and accurate member account/electronic service-related administrative duties and services. This position works on-site, in a cubicle setting.

BENEFITS SUMMARY

• Paid holidays; closed on Sundays
• Paid vacation, earned sick/personal time, paid bereavement leave, paid family/medical leave, short term/long term disability.
• Medical/dental insurance & vision plan (effective 1st of month after hire date).
• Medical deductible reimbursement program.
• Group term life/AD&D insurance; supplemental voluntary life/AD&D insurance.
• 401(k) safe harbor plan - up to 3% matching contribution, plus 3% safe harbor contribution once you have met plan eligibility requirements.
• Tuition assistance (up to $4500/yr; approval required), employee referral program (approval required)
• Benefits are subject to change, and subject to employee eligibility requirements. Please contact Human Resources for current information.

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Answer member-related inquiries and resolve member-related issues via phone or email/mail correspondence.
• Process account updates and service requests such as change of address, check order requests, stop payments, direct deposit and automatic transfer requests.
• Issue plastic cards; verify applications; verify qualifications; process plastic card orders; maintain plastic card manager system.
• Send appropriate member communications regarding account updates, certificate of deposit notices, safe deposit billing, etc. Complete maintenance on all renewing/new/closed term certificate accounts.
• Process federal reserve return checks. Verify and process un-posted share draft and ACH items.
• Collect, organize & review new/closed account signature cards including BSA reviews.
• Search for new Social Security verifications and complete.
• Post member-related and financial transactions for the Finance Department.
• Process returned mail, and flag related account with an alert.
• Review daily account servicing folder for retail branch member forms and complete.
• Process credit card applications; perform electronic balance transfers; process credit increase approvals; verify network response codes.
• Monitor reports as required for the department; identify report issues as needed; seek resolution as needed such negative balance report, kiting report, new/closed account report, Reg GG Report, red flag address change, e-funds report/release, etc.
• Process online banking check free bill pay, e-statements, mobile banking, and audio response requests. Address problems with supervisor as needed.
• Process city payroll deductions. Process verification of deposit requests, as received.
• Review negative accounts with Supervisor and with approval close necessary accounts.
• Complete bi-monthly Committee to Elect audit report and upload.
• Review social security death notification entries (DNE); process holds, alerts and correspondence.
• Process, update & settle account levies & track on spreadsheet.
• Track and monitor due diligence forms – and update account risk ratings accordingly.
• File all member-related documents within procedure guidelines.
• Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR and Monetary Instrument Log, Member Identification Program, member due diligence, identifying high risk accounts, reporting suspicious activities to Supervisor or BSA Officer.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS

• High school graduate or GED is required.
• Minimum of three (3) years of customer service experience is required.
• A minimum of two (2) years of office administration experience is preferred.
• Prior call center experience is preferred.
• Prior experience working in the banking industry is preferred.
• Ability to use a computer, navigate the internet, and use common software applications like Microsoft Office (Excel, Word, Outlook, etc.) is required.

COMPETENCIES

• Positive, professional business relationships within the credit union.
• The ability to work independently and take-on additional projects as assigned.
• The ability to meet deadlines.
• Strong organizational skills.
• Excellent oral and written communication skills.
• A strong commitment to achieving personal growth and success.

EEO STATEMENT

New Bedford Credit Union is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

New Bedford Credit Union is committed to complying with applicable federal, state, and local laws governing reasonable accommodations of individuals, including, but not limited to, the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA). To that end, New Bedford Credit Union will endeavor to make a reasonable accommodation to applicants and employees who have requested an accommodation, unless doing so would an undue hardship to New Bedford Credit Union’s business operations.