Customer Service Specialist

1 week ago


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

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

Core Responsibilities:

The role involves delivering exceptional information and support to members through phone and electronic communication. Responsibilities include addressing member inquiries and resolving questions related to account details. The representative will also facilitate the transfer of calls to the appropriate department and manage transactions, correspondence, and requests through various communication channels. Additionally, the representative will inform members about available products and services while identifying opportunities for cross-selling.

Key Duties:

  1. Serve as a comprehensive member service representative, providing accurate services related to deposits, transfers, and disbursements through phone and electronic requests.
  2. Investigate and resolve routine inquiries or issues for members regarding their accounts, ensuring timely responses to voice and email communications.
  3. Offer information on Certificates of Deposit and assist members with straightforward roll-over requests. Process applications for CDs in coordination with the Senior Branch Supervisor.
  4. Handle payroll distribution change requests in accordance with credit union procedures.
  5. Verify and update member address information as necessary.
  6. Assist with stop payment requests, adhering to established credit union protocols.
  7. Facilitate fund transfers between accounts and process loan payments as requested by members.
  8. Provide members with information regarding share and loan rates, account balances, check clearings, deposits, and auto value information.
  9. Manage member check reorder requests, ensuring accuracy in the verification process.
  10. Assist members with inquiries related to statements and remote access, investigate discrepancies, and provide resolutions or refer to the appropriate department.
  11. Participate in training sessions as required.
  12. Cross-train for additional functions within the branch or department and perform those duties as needed.
  13. Educate members about credit union products and services, explaining their features and benefits, and promote cross-selling when suitable.
  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 call center operations within a financial institution is required.
  5. The ability to comprehend and follow oral and written instructions is necessary, along with effective communication skills to resolve day-to-day issues involving multiple variables.
  6. Intermediate mathematical skills (addition, subtraction, multiplication, division, percentages, interest) are required.
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