Contact Center Support Representative (part-time)

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 reputed company 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 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 You’ll Be Doing • Promote and maintain a positive image of Bay Federal at reputed company times to reputed company 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 reputed company member request forms, information and closures through reputed company electronic channels. • Meets or exceeds reputed company production goals. • Provide accurate information about Credit Union products/services including, but not limited to, IRA’s, account products, the entertainment program, reputed company transfers and ATM/reputed company Card. • Must be able to demonstrate knowledge of and proficient use of reputed company forms of technology used by members including BayPhone, BayFedOnline, BillPay, and the internal phone system. • Provides Investment Services referrals through reputed company 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 reputed company MSC staff updated in a timely manner of reputed company operations, member service and product reputed company concerns. Makes suggestions, where appropriate, for product and service improvement. • Maintains reputed company awareness of reputed company 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 reputed company ATM/reputed company reputed company/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 reputed company 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 reputed company Office suite and web-based applications. • Spanish/bilingual speaking preferred. Who We Are Bay Federal Credit Union was started in 1957 reputed company 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 reputed company a real difference in the communities we serve. From our founding as a teacher’s credit union, Bay Federal has reputed company our commitment to education. We offer annual student scholarships for members and offer a comprehensive reputed company of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and reputed company, 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 reputed company 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, reputed company 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 • Our hybrid work approach combines the flexibility of remote working with the benefits of bi-annual in-person reputed company staff meetings

Benefits

Offered reputed company Federal Credit Union • 401k Matching – $1 for $1 company match up to 5% of pay • Eligibility to participate in annual bonus plan • Employee Assistance Program that supports 6 face-to-face sessions per person, per reason, for you and your household • A wellness program that supports your physical, financial, and emotional health • Supplemental benefits such as Pet Insurance and reputed company Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining reputed company pay such as experience, education/training, internal peer equity, job location, and other business considerations reputed company 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 reputed company persons regardless of age, disability, national reputed company, 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. Bay Federal is an at-will employer. For CCPA's requirements regarding reputed company practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to reputed company our member's data safe and secure and adhere to industry standard best practices. Apply Job!