Brief Description
About the Role:
The Contact Center (MSC) Support Representative proactively works with members and prospective members. This position will provide superior service to our new and existing members as well as assess member financial needs, provide accurate account information, and appropriately communicate products/service benefits and features in order to cross sell. This position will accurately and efficiently handle member transactions, review member financial needs, recommend and open appropriate account types while adhering to the Credit Unions policies, procedures, and guidelines.
Scheduled Weekly Hours
This is a part-time remote position working ~30 hours per week Monday Saturday. Our ideal schedule is:
Monday: 11:15am – 5:15pm
Tuesday: 11:15am – 5:15pm
Wednesday: Day Off
Thursday: 11:15am – 5:15pm
Friday: 12:15pm – 6:15pm
Saturday: 9am – 3pm
What Youll Be Doing
Promote and maintain a positive image of Bay Federal at all times to all personnel, members, volunteers, vendors and the community.
Promotes teamwork among MSC employees to ensure work is performed in a collaborative manner and standards for excellent member service are achieved on a daily basis.
Communicates by telephone and in writing to internal members, external members, management. Performs communication in a friendly, professional, courteous, and efficient manner that provides an excellent member experience.
Responsible for educating Members and promoting Credit Union products through inbound and outbound calls from members inquiring about Bay Federal Credit Unions products and services.
Responsible for updating and maintaining proper member account information. Prepares and processes all member request forms, information and closures through all electronic channels.
Meets or exceeds all production goals.
Provide accurate information about Credit Union products/services including, but not limited to, IRAs, account products, the entertainment program, wire transfers and ATM/Check Card.
Must be able to demonstrate knowledge of and proficient use of all forms of technology used by members including BayPhone, BayFedOnline, BillPay, and the internal phone system.
Provides Investment Services referrals through all Electronic Banking channels, including inbound and outbound calls, and email inquiries.
Develops and attains expert knowledge of credit union Electronic Banking channel systems, connections, vendor resources and processes in order to successfully resolve escalated e-Banking service issues, support cross-functional partners, identify issues, recommend enhancements and implement new releases.
Keeps the MSC Manager, and all MSC staff updated in a timely manner of all operations, member service and product related concerns. Makes suggestions, where appropriate, for product and service improvement.