Call Center Specialist

Job Description

Job Description

About the Role :

The 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 Union’s policies, procedures, and guidelines.

Scheduled Weekly Hours :

This is a full-time remote position working 40 hours per week Monday Friday, with rotating Saturday shifts. Ideal candidate lives on the West Coast.

What you’ll 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 Union’s 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, IRA’s, 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.

• Maintains current awareness of all NCUA and Federal Regulations governing financial transactions including disclosures, right of privacy, availability of funds, etc.
• Identifies, investigates, and responds to member concerns or problems in a timely manner by interacting with various credit union departments.
• Performs all ATM / Visa Check / Credit Card maintenance, issuance, and closures.
• Performs maintenance on BayPhone and BayFedOnline card agreements and assist members having issues accessing these services.
• Has thorough knowledge of Credit Union policies and procedures.
• Participates in team and other meetings for the purpose of training, discussion and process improvement.
• Manages risk for transactions and member interactions. Makes decisions to provide excellent service while not exposing the Credit Union to unreasonable risk.

You’re Perfect For This Role If You Have :

• High School Diploma or equivalent is required.
• Minimum of one year of experience in a Call Center or banking environment.
• Excellent customer service skills; knowledge of customer service principles and practices.
• Ability to make sound decisions with regards to the risk involved with Electronic Banking systems, products, and services.
• Ability to quickly learn and utilize the software necessary to initiate any processes with regards to Electronic Banking.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, high volume work environment.
• Proficient in Microsoft Office suite and web-based applications.
• Spanish / bilingual speaking preferred.

Who We Are :

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union.

This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.

6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story.

Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness.

Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public.

This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Perks of Joining Bay Federal Credit Union :

• Rated #1 Credit Union to Work For by CU Journal
• Best Places to Work in the Bay Area (SF Business Times / Silicon Valley Journal)
• 11 Federal Holidays observed as paid days off
• We invest in your professional growth & development by providing access to industry standard webinars, LinkedIn Learning courses, and career tracking.

We also partner with Cabrillo College for a 12 week leadership program for up and coming supervisor and manager level employees

Mac McCormac Employee Scholarship award for $1,500 towards education expenses

Benefits Offered at Bay Federal Credit Union :

• 401k Matching $1 for $1 company match up to 5% of pay
• Eligibility to participate in annual bonus plan
• A wellness program that supports your physical, financial, and emotional health

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education / training, internal peer equity, job location, and other business considerations when extending an offer.

For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $22 - $24 per hour. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership / union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https : / / www.bayfed.

com / privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.