Position Title: Contact Center Digital Lead

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.

Under the general supervision of the Contact Center Manager, performs a variety of member service 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, strategic and procedures.

Primary Responsibilities:

1. Responsible for processing online account applications, including business accounts. Sending online account ACH file to Operations daily and conforming receipt[KM1] .
2. As Digital Lead be responsible for training back up and other parties on system changes, procedures, forms etc[KM2] .
3. 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.
4. 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.
5. 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.
6. Provides service and development level support for all e-commerce related activities.
7. 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.
8. Provides operational support for Contact Center Manager.
9. Keeps abreast of regulatory compliance 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.
10. 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.
• Additional one to two years experience at Greylock preferred.
• Must be detail oriented and have strong customer service, organizational and oral 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 $20.00 to $25.52 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.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: What’s a great place to work and grow your career with a competitive benefits package to complement it? Greylock’s health benefits, independently benchmarked, are largely market leading. We strive to offer a comprehensive package of value including a suite of health options (2 medical plan options, FSA Medical/Dependent Care, HSA/HRA, dental, vision, wellness), retirement- 401k plans with employer match & employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. We round out the package with employer paid life insurance along with both short- and long-term disability. To meet your individual needs additional life, accident, and critical illness benefits may be elected. We continue to engage with employee feedback and augment our offerings, recently adding pet insurance, and Medicare employee assistance to name a couple.