Contact Center Representative

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

Contact Center Representatives serve as the primary point of contact for members, providing high-quality member service across voice, messaging and Smart ATM channels. The Contact Center Representative role supports members with financial transactions, Digital Banking and Mobile App assistance, Debit Card and Credit Card assistance, loan payments, opening additional accounts, account research, and resolving member account questions and concerns.

Essential Functions:

• Engage members and prospective members in conversations about their banking and financial needs via inbound and outbound calls, secure messages, Live Chat and Smart ATM’s.

• Conducting financial transactions, Online Banking and Mobile App assistance, Debit Card & Credit Card assistance, loan payments, and opening additional deposit accounts.

• Recommend appropriate solutions, including referrals to our Wealth Management Advisors, Commercial Services, Mortgage Consultants, and Money Guides.

• Assist and engage members through our network of Smart ATM’s. Utilize the video interface to process cash and check withdrawals, account-to-account transfers, share deposits, and loan payments.

• Process incoming check deposits, adhering to the daily cutoff time. Complete check returns and adjustments by the end-of-day. Appropriately notify members and in-branch staff of returned and adjusted checks. Batch checks daily at end-of-day.

High School Diploma; previous experience in customer service strongly preferred; demonstrated ability to work as a team; excellent communication and computer skills, including Word, Excel and web. Qualified candidates must have strong interpersonal skills, attention to detail, and ability to multi-task.

Hours: Full-time, 37.5 hours/week, including rotating Saturdays.

Reports to: Contact Center Manager

Grade 07: Min $20.50 – Mid $25.63 – Max $30.76

Telecommute Status: On-Site (Primary work location is at our Contact Center).

Come experience why we have been voted BEST Credit Union in the Valley for 20 straight years!!

This position includes a fully comprehensive benefits package, including: health, dental, life, vision, flexible spending and disability insurance; paid vacation, sick, and personal time; tuition reimbursement; profit sharing and generous 401(k) plan with company match.

UMassFive is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

UMassFive is a smoke-free facility.

UMassFive requires all current and prospective employees to disclose any personal or familial relationships with those currently employed by the Credit Union. These relationships are defined as: spouse, children, parents, in-laws, aunts, uncles, cousins, brothers and sisters, and their spouses or children. Additionally, any person who lives with a current Credit Union employee and/or shares an ownership interest in any residential real property.

This position is primarily performed in a professional office environment and may include a hybrid or remote work setting. The role requires the ability to perform essential job functions such as working at a computer for extended periods and moving within the office environment as needed. Job-related requirements may include frequent keyboarding and repetitive use of hands and fingers; the ability to communicate effectively through speaking and hearing; and the ability to operate standard office equipment. Occasional physical activities may include bending, squatting, reaching, as well as the ability to lift and/or move objects weighing up to 25 pounds.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.