Contact Center Representative

Greylock Federal Credit Union is a community-focused financial institution serving over 100,000 members. They are seeking a Contact Center Representative to provide high-level member service, respond to inquiries, and assist with financial product guidance while adhering to compliance regulations.

Responsibilities

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures
• Responds to a wide variety of telephone, chat and secure messaging member inquiries. Performs account research, troubleshoots and resolves various loan, deposit, and e-commerce related servicing issues within established time frames. Assists members with any problems on existing accounts. Performs file maintenance of member account information and processes other requests
• Determines members’ product and service needs and provides information and/or clarification of products and services that would best fit their financial needs. Refers members to departments for additional services or information. Supplies brochures and other marketing tools to members to assist them in the decision-making process
• Provides service and development level support for all e-commerce related activities
• Maintains current knowledge of all Credit Union products and services. Determines members’ product and service needs, actively cross sells and provides product guidance to customers. Meets all sales goals as periodically defined by management. Provides financial advice concerning loan options and features. Refers members to departments for additional services or information. Supplies brochures and other marketing tools to members to assist them in the decision-making process
• Keeps abreast of regulatory compliance and developments for assigned area. Implements procedural changes as needed to support prescribed requirements. Directly responsible for adhering to compliance issues pertinent to own department including compliance of marketing and advertising materials
• Promotes the Credit Union wherever and whenever possible. Encouraged to actively represent the Credit Union in local civic, community and professional organizations

Skills

• High school diploma or its equivalent
• One to two years' experience in member service, loan processing or operations position
• Must be detail oriented and demonstrate strong customer service, organizational, oral and written communication skills
• Ability to use various types of office software, spread sheet applications and PC proficient in Microsoft Office Suite

Benefits

• Choose from two comprehensive medical plan options
• FSA Medical/Dependent Care
• HSA/HRA
• Dental
• Vision
• Wellness benefits
• 401k plans with employer match
• Employer pension contributions
• PTO
• Employee incentive plans
• Opportunity for profit sharing
• Employer paid life insurance
• Short- and long-term disability
• Additional life
• Accident
• Critical illness benefits
• Pet insurance

Company Overview