Contact Center Representative
Description:
Job Description
SUMMARY
We are seeking a motivated individual to join our Operations Team. This position provides quality service and information to our membership in a pleasant, professional, and efficient manner via telephone or correspondence. Responsible for executing timely and accurate member account/electronic service-related administrative duties and services. This position works on-site, in a cubicle setting.
BENEFITS SUMMARY
Paid holidays; closed on Sundays
Paid vacation, earned sick/personal time, paid bereavement leave, paid family/medical leave, short term/long term disability.
Medical/dental insurance & vision plan (effective 1st of month after hire date).
Medical deductible reimbursement program.
Group term life/AD&D insurance; supplemental voluntary life/AD&D insurance.
401(k) safe harbor plan - up to 3% matching contribution, plus 3% safe harbor contribution once you have met plan eligibility requirements.
Tuition assistance (up to $4500/yr; approval required), employee referral program (approval required)
Benefits are subject to change, and subject to employee eligibility requirements. Please contact Human Resources for current information.
ESSENTIAL DUTIES AND RESPONSIBLITIES:
Answer member-related inquiries and resolve member-related issues via phone or email/mail correspondence.
Process account updates and service requests such as change of address, check order requests, stop payments, direct deposit and automatic transfer requests.
Issue plastic cards; verify applications; verify qualifications; process plastic card orders; maintain plastic card manager system.
Send appropriate member communications regarding account updates, certificate of deposit notices, safe deposit billing, etc. Complete maintenance on all renewing/new/closed term certificate accounts.
Process federal reserve return checks. Verify and process un-posted share draft and ACH items.
Collect, organize & review new/closed account signature cards including BSA reviews.
Search for new Social Security verifications and complete.
Post member-related and financial transactions for the Finance Department.
Process returned mail, and flag related account with an alert.
Review daily account servicing folder for retail branch member forms and complete.
Process credit card applications; perform electronic balance transfers; process credit increase approvals; verify network response codes.
Monitor reports as required for the department; identify report issues as needed; seek resolution as needed such negative balance report, kiting report, new/closed account report, Reg GG Report, red flag address change, e-funds report/release, etc.
Process online banking check free bill pay, e-statements, mobile banking, and audio response requests. Address problems with supervisor as needed.
Process city payroll deductions. Process verification of deposit requests, as received.
Review negative accounts with Supervisor and with approval close necessary accounts.
Complete bi-monthly Committee to Elect audit report and upload.
Review social security death notification entries (DNE); process holds, alerts and correspondence.
Process, update & settle account levies & track on spreadsheet.
Track and monitor due diligence forms – and update account risk ratings accordingly.
File all member-related documents within procedure guidelines.
Compliance with Bank Secrecy Act, OFAC and USA PATRIOT Act including accurate completion of CTR and Monetary Instrument Log, Member Identification Program, member due diligence, identifying high risk accounts, reporting suspicious activities to Supervisor or BSA Officer.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
QUALIFICATIONS
High school graduate or GED.
Minimum of two (2) years of customer service experience is required.
Prior experience working in banking or finance is preferred, but not required.
Prior call center experience preferred, but not required.
Experience in utilizing Fiserv XP2 platform is preferred, but not required.
Intermediate skills related to Microsoft Office applications.
COMPETENCIES
Positive, professional business relationships within the credit union.
The ability to work independently and take-on additional projects as assigned.
The ability to meet deadlines.
Strong organizational skills.
Excellent oral and written communication skills.
A strong commitment to achieving personal growth and success.
New Bedford Credit Union (NBCU) is an equal opportunity employer. NBCU prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. It is the policy of NBCU to not discriminate against applicants and individuals with disabilities and, when needed, to provide reasonable accommodations to applicants and employees who are qualified for a job, with or without reasonable accommodations, so that they may perform the essential job duties of the position. If you need accommodation to perform the essential functions of your position, please contact Human Resources directly.