Call Center Representative I

Responsibilities:

OVERVIEW: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and /or support duties with a high degree of accuracy and in accordance with CBCU policies and procedures.

Specific duties include, but are not limited to, the following:

• Ensure excellent member service; every call, every time.
• Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
• Perform member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
• Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
• Properly log and track all incoming calls and member contact; document wrap up status
• Document service transactions required by separation of duties to be performed by a partner department (i.e. MSO or Lending). Ensure proper documentation and routing of the request.
• Process online account openings.
• Meet/exceed set Call branch metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
• Maintain comprehensive knowledge of CBCU products and services.
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to CBCU’s Call Center environment.
• Cross-sell additional products and services to best fit member need(s).
• Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
• Back up other queues as necessary (general queue and queues less complex, when call volume dictates).
• Answer member emails or chats, as necessary.
• Comply with all applicable regulations pertaining to the position such as Truth in Savings and Regulation E.
• Compliance with the Bank Secrecy Act, OFAC and USA Patriot Act including Customer Identification Program for new members, accurate completion of new account activity profile, and reporting suspicious activity to supervisor.
• Perform other duties as assigned.

Requirements:

• Excellent member service skills
• Excellent interpersonal, oral and written communication skills
• 1-2 years of Retail banking experience
• 1-2 years of Call Center experience is a plus.
• Ability to multi-task; good time management skills
• Strong research and problem-solving skills
• Proficiency in Microsoft Office Suite
• Availability to work overtime and Saturdays as required
• Highly ethical

Please note: Utilize public transportation as there is no onsite parking available.

Job Type: Full-time

Pay: $29.34 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Overtime

Application Question(s):

• Are you able to work overtime and Saturdays as required?

Education:

• High school or equivalent (Required)

Experience:

• Call Center: 1 year (Required)
• Retail Banking: 1 year (Required)
• Customer service: 1 year (Required)

Ability to Commute:

• South Boston, MA 02127 (Required)

Work Location: In person