200+ applicants

Company

Bay Federal Credit Union · 5 hours ago

Call Center Specialist

California, United States

Full-time

Remote

Entry Level

$22/hr - $24/hr

1+ years exp

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BankingFinancial Services

Culture & Values

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service skillsElectronic Banking systemsMicrosoft Office SuiteCall Center experienceFinancial transactions knowledgeBilingual (Spanish)

Required

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.

Preferred

Spanish/bilingual speaking preferred.

Benefits

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

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.

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