Customer Service Associate

1 week ago

Boston, Massachusetts, United States Mass Bay Credit Union Full time
Position Overview

Choosing Mass Bay Credit Union signifies your commitment to a community that values mutual support and care.

Core Responsibilities:

The role involves delivering high-quality information and outstanding service to members through phone and electronic communication. You will address member inquiries and resolve questions related to account details. This includes directing calls to the relevant department or personnel, as well as processing transactions, member correspondence, and requests through email and phone. Additionally, you will inform members about available products and services while identifying opportunities to cross-sell.

Key Duties:

  1. Serve as a comprehensive member service representative, providing accurate services for deposits, transfers, and disbursements via phone and electronic requests.
  2. Investigate and resolve standard inquiries or issues for members regarding their accounts, ensuring timely responses to voice or email communications.
  3. Offer information on Certificates of Deposit and assist with simple roll-over requests as needed. Facilitate applications for CDs in coordination with the Senior Branch Supervisor.
  4. Process payroll distribution change requests in accordance with credit union guidelines.
  5. Verify and update member address information as necessary.
  6. Assist with stop payment requests following established procedures.
  7. Transfer funds between accounts and facilitate loan payments as requested by members.
  8. Provide members with information regarding share and loan rates, account balances, check clearings, deposits, and other inquiries.
  9. Manage member check reorder requests, ensuring accuracy in verification.
  10. Assist members with statement inquiries and remote access, investigating errors and providing resolutions or referrals as needed.
  11. Participate in training sessions as required.
  12. Cross-train for additional functions within the branch/department and perform those duties as requested.
  13. Educate members about credit union products and services, explaining their features and benefits, and cross-sell when appropriate.
  14. Comply with anti-money laundering policies and Bank Secrecy laws.
  15. Take on additional responsibilities as new products, services, or technologies are introduced.

Qualifications:

  1. Excellent interpersonal and communication skills are essential for effectively serving Credit Union members and representing the organization positively.
  2. A general understanding of all Credit Union products and services is required.
  3. Education equivalent to a high school diploma is necessary, along with proficiency in computer software applications.
  4. A minimum of one year of experience in member service or a call center environment within a financial institution is preferred.
  5. The ability to comprehend and follow oral and written instructions is essential, as is the capacity to communicate effectively with members and resolve routine issues.
  6. Intermediate mathematical skills (addition, subtraction, multiplication, division, percentages, interest) are required.
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