Greylock Federal Credit Union

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union. • Responds to a wide variety of telephone, chat and secure messaging member inquiries. • Assists members with any problems on existing accounts. • Determines members’ product and service needs and provides information and/or clarification of products and services that would best fit their financial needs. • Provides service and development level support for all e-commerce related activities. • Maintains current knowledge of all Credit Union products and services.

Role Description Under the general supervision of the Contact Center Supervisor, performs a variety of member service and other related deposit, lending servicing and cross-sale duties to meet service and strategic sales objectives and ensure effectiveness of member service in conformance with established Credit Union policies, strategies and procedures. - Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. - Responds to a wide variety of telephone, chat and secure messaging member inquiries. Performs account research, troubleshoots and resolves various loan, deposit, and e-commerce related servicing issues within established time frames. Assists members with any problems on existing accounts. Performs file maintenance of member account information and processes other requests. - Determines members’ product and service needs and provides information and/or clarification of products and services that would best fit their financial needs. Refers members to departments for additional services or information. Supplies brochures and other marketing tools to members to assist them in the decision-making process. - Provides service and development level support for all e-commerce related activities. - Maintains current knowledge of all Credit Union products and services. Determines members’ product and service needs, actively cross sells and provides product guidance to customers. Meets all sales goals as periodically defined by management. Provides financial advice concerning loan options and features. Refers members to departments for additional services or information. Supplies brochures and other marketing tools to members to assist them in the decision-making process. - Keeps abreast of regulatory compliance and developments for assigned area. Implements procedural changes as needed to support prescribed requirements. Directly responsible for adhering to compliance issues pertinent to own department including compliance of marketing and advertising materials. - Promotes the Credit Union wherever and whenever possible. Encouraged to actively represent the Credit Union in local civic, community and professional organizations. The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties both related and unrelated to the above may be assigned and, therefore, required. Qualifications - High school diploma or its equivalent. - One to two years’ experience in member service, loan processing or operations position. - Must be detail oriented and demonstrate strong customer service, organizational, oral and written communication skills. - Ability to use various types of office software, spreadsheet applications and PC proficient in Microsoft Office Suite. Requirements - None Benefits - Competitive benefits and a range of opportunities to grow your career. - Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. - Generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. - Employer paid life insurance along with both short- and long-term disability. - Additional life, accident, critical illness benefits, and pet insurance may also be elected based on individual needs.