Contact Center Representative at Greylock Federal Credit Union – Pittsfield, Massachusetts

Department: Contact Center

Work Arrangement: This is a remote position upon completion of in-house training in Pittsfield, MA.

We are guided by our IDEA principles – Inclusion, Diversity, Equity, and Accessibility – to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce – reflecting multiple identities – and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.

Under the general supervision of the Contact Center Supervisor, performs a variety of member service and other related deposit, lending servicing and cross-sale duties to meet service and strategic sales objectives and ensure effectiveness of member service in conformance with established Credit Union policies, strategies and procedures.

Key Job Requirements:

1. 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.

2. 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.

3. 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.

4. Provides service and development level support for all e-commerce related activities.

5. 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.

6. 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.

7. 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 of the ordinary duties of the position. It should be expected that from time-to-time other duties both related and unrelated to the above may be assigned and, therefore, required.

Position Requirements:

• 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.

Supervisory Scope: None

Lending Authority: None

The salary range for this role is $17.31 to $19.31 an hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.