Bank Customer Service Representative

1 week ago

Boston, Massachusetts, United States Mass Bay Credit Union Full time
Job Summary

We are seeking a highly skilled and customer-focused Bank Call Center Representative to join our team at Mass Bay Credit Union. As a key member of our team, you will be responsible for providing exceptional member service and support to our valued customers.

Key Responsibilities
  • Provide quality information and exceptional member service and support by telephone and/or electronically.
  • Answer member inquiries and/or resolve telephone and e-mail questions regarding account information.
  • Transfer calls to appropriate department or employee; and process transactions, member correspondence, and requests via email and telephone.
  • Inform members of products and services and develop opportunities to cross-sell products.
  • Handle all member transactions with complete discretion and confidentiality.
Essential Duties and Responsibilities
  • Function as a full-service member service rep providing accurate deposit, transfer, and disbursement services to members via telephone and/or electronic requests.
  • Research and resolve routine issues or questions for members on accounts; and continuously monitor voice or email to ensure members' requests are met in a timely manner.
  • Provide information on Certificates of Deposit and assist with simple roll-over of CDs as requested by member.
  • Take applications for CDs and coordinate application with Senior Branch Supervisor.
  • Complete payroll distribution change requests, following credit union procedure guidelines.
  • Verify and update member address information as needed or requested.
  • Assist with stop payment requests following credit union procedures.
  • Transfer money to various accounts and/or make loan payments as requested by member.
  • Provide share and loan rates, account balances, check clearings, deposits, auto value information, and any other information as requested by the member.
  • Accept member's check reorder requests, and verify information for accuracy.
  • Assist members with statement inquiries and remote access; research errors, and provide resolution; and/or refer member to proper department for resolution of issue/request.
Requirements
  • Professional and pleasant interpersonal and communication skills are essential for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
  • Work requires general knowledge of all Credit Union products and services.
  • Requires education equivalent to a four-year high school education. Proficiency with computer software applications is required.
  • Position requires one year of member service or call center experience in a bank or credit union.
  • Position requires the ability to read and understand oral and written instructions.
  • Requires the ability to effectively communicate with members or employees and to solve day-to-day problems involving several variables in standard situations.
  • Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.

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