Contact Center Representative Position Available In [Unknown county], Massachusetts

Position Title:

Contact Center Representative Department:

Contact CenterWork Arrangement:

This is a remote position upon completion of in-housetraining in Pittsfield, MA. We are guided by our IDEA principles

• Inclusion, Diversity, Equity, and Accessibility
• to support a workforcethat reflects our community. Our principles support Greylock’s missionand our goals of building a diverse workforce
• reflecting multipleidentities
• and supporting the diverse communities we serve.

We striveto ensure that the spaces in which we work and community members weengage are inclusive. To be employed by Greylock Federal Credit Unionemployees must reside in one of the following states: Massachusetts, NewYork, Vermont, or Connecticut. Review of the candidate pool for eachopportunity with Greylock Federal Credit Union will begin on thefourteenth day of posting. Under the general supervision of the ContactCenter Supervisor, performs a variety of member service and otherrelated deposit, lending servicing and cross-sale duties to meet serviceand strategic sales objectives and ensure effectiveness of memberservice in conformance with established Credit Union policies,strategies and procedures.

Key Job Requirements:

• Performs anyfunctions, within scope of authority and expertise to provide thehighest level of service and responsiveness to the members served by theCredit Union while performing all duties in accordance with prescribedregulatory compliance guidelines and Credit Union policies andprocedures.
• Responds to a wide variety of telephone, chat and securemessaging member inquiries. Performs account research, troubleshoots andresolves various loan, deposit, and e-commerce related servicing issueswithin established time frames. Assists members with any problems onexisting accounts. Performs file maintenance of member accountinformation and processes other requests.
• Determines members’ productand service needs and provides information and/or clarification ofproducts and services that would best fit their financial needs. Refersmembers to departments for additional services or information. Suppliesbrochures and other marketing tools to members to assist them in thedecision-making process.
• Provides service and development levelsupport for all e-commerce related activities.
• Maintains currentknowledge of all Credit Union products and services.

Determinesmembers’ product and service needs, actively cross sells and providesproduct guidance to customers. Meets all sales goals as periodicallydefined by management. Provides financial advice concerning loan optionsand features. Refers members to departments for additional services orinformation. Supplies brochures and other marketing tools to members toassist them in the decision-making process.

• Keeps abreast ofregulatory compliance and developments for assigned area.

Implementsprocedural changes as needed to support prescribed requirements.

Directly responsible for adhering to compliance issues pertinent to owndepartment including compliance of marketing and advertisingmaterials.

• Promotes the Credit Union wherever and whenever possible.

Encouraged to actively represent the Credit Union in local civic,community and professional organizations. The above is a description ofthe ordinary duties of the position. It should be expected that fromtime-to-time other duties both related and unrelated to the above may beassigned and, therefore, required.

Position Requirements:

• High schooldiploma or its equivalent.
• One to two years’ experience in memberservice, loan processing or operations position.
• Must be detailoriented and demonstrate strong customer service, organizational, oraland written communication skills.
• Ability to use various types ofoffice software, spread sheet applications and PC proficient inMicrosoft Office Suite.