Member Experience Specialist - Contact Center

Mass Bay Credit Union; Boston (MA); On-site; USD 40,000 - 52,000; Full time

Job summary

Mass Bay Credit Union seeks a Contact Center Associate to deliver quality information and exceptional member service by phone, email, ITM and secure messaging, handling transactions with discretion and confidentiality.

Reporting to the Contact Center Supervisor, you will engage members and prospects across channels, process applications, update records, and collaborate with teams to improve the member experience.

Qualifications

• Associate or bachelor’s degree and/or 6 months–2 years’ banking/financial services or contact center experience preferred.

Responsibilities

• Provide quality information and exceptional member service by phone, email, ITM and secure messaging.
• Process transactions and member communications with discretion and confidentiality.
• Assist members and prospects with applications and records updates across channels.
• Collaborate with team to support and improve member experience.
• Identify and escalate potential issues or fraud when needed.

Skills

Verbal communication

Written communication

Customer service

Multi-channel communication

Team collaboration

Education

Associate or Bachelor's degree / 6 months–2 years in banking or contact center experience

Tools

MS Office

Email/secure messaging

Mobile platforms

Job description

Mass Bay Credit Union seeks a Contact Center Associate to deliver quality information and exceptional member service by phone, email, ITM and secure messaging, handling transactions with discretion and confidentiality.

Reporting to the Contact Center Supervisor, you will engage members and prospects across channels, process applications, update records, and collaborate with teams to improve the member experience.