Contact Center Representative - Inbound jobs in Lowell, MA

Description

Jeanne D’Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and the opportunity for career growth and advancement. We count on our valued workforce to be professional, provide exceptional member service, and help our members make smart financial choices.

Come join us as aDigital Contact Specialist,where under the Digital Contact Supervisor, you will carry out daily operations of all digital member and non-member requests via digital channels. Adheres to Credit Union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently.

• Responds to all inquiries and requests that come in via chat, Hubspot, JDCU questions, and message center from within the digital banking administration console. Performs all required transactions and sends responses promptly while adhering to Credit Union security policies and procedures. Adheres to and is proficient in all Member Contact Center processes, procedures, and compliance regulations, including member identification/authentication procedures and confidentiality.
• Manages the New Account Online Funding (NAOF) account opening process for new and existing members. Ensures follow-up within the core system and the NAOF administration console.
• Completes all Member Contact Center help desk requests submitted by the Member Contact Center team, including the general help desk, urgent help desk, EFT help desk, and the verification letter help desk.
• Researches and resolve member issues and concerns with various products and services, such as Debit/Credit Cards and Online Banking/Bill Pay utilizing expertise on the appropriate tools, applications, or resources.
• Monitors all incoming member requests received via postal mail.
• Assists the inbound calling team by answering questions and recommending solutions to member issues when required.
• Adheres to and is proficient in all Member Contact Center processes, procedures, and compliance regulations, including member identification/authentication procedures and confidentiality
• Performs all duties of a Member Contact Center Representative as needed, including assisting the Inbound Calling Team with overflow calls.
• Performs other job-related duties as assigned.

Qualifications

One year of related experience is required. (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent telephone, written and verbal communication skills are required, including positive tone and explaining financial concepts clearly and concisely. Patience, active listening, and sound judgment are required. Must have the ability to understand and communicate products, services, and regulations.

Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, and efficient with multitasking. Must be able to work in a professional, fast-paced environment without sacrificing the quality and accuracy of work performed.