Call Center Representative

Job Title:

Call Center Representative

Location:

Worcester, MA (onsite)

Reports To:

Call Center Supervisor

As a Call Center Representative, you'll be the first point of contact for members, assisting with a wide range of banking needs over the phone and online. Success in this role requires strong multitasking skills, attention to detail, and a commitment to high-quality member service in a fast‑paced environment. This full‑time, 37.5‑hour per week onsite role may require occasional extended hours and/or Saturday coverage.

• Assist members via phone, email, and occasional webchat with:
  • Account maintenance (address changes, stop payments, check orders, fee reversals, etc.)
  • Basic debit card services, including PIN resets, limit increases, and travel notifications
  • Deposit account inquiries (balances, transactions, and history)
  • Online banking support (logins, password resets, eStatements, Cash Edge, stop payments, bill pay, and general inquiries)
  • Loan inquiries and referrals
• Collaborate with other departments within the Operations Center to ensure a seamless service experience
• Work closely with branch employees, answering internal questions and helping with member issues
• Handle multiple requests at one time while maintaining accuracy and professionalism
• Occasionally assist at the front desk when needed
• Pull and review reports for account updates and member needs
• Maintain the highest levels of professionalism, integrity, and confidentiality

• Previous banking experience required (credit union or retail banking preferred)
• Strong verbal and written communication skills, with the ability to present information clearly
• Excellent customer service skills, with the ability to handle member inquiries professionally
• Strong problem‑solving abilities, including data collection and analysis
• Basic math proficiency (addition, subtraction, multiplication, division) using whole numbers, fractions, and decimals
• Proficiency in Microsoft Office and the ability to learn new banking systems
• Ability to follow written and verbal instructions accurately
• Strong multitasking skills – able to manage multiple inquiries and systems at once
• Ability to be available for work punctually, and as scheduled

• High school diploma or GED required.
• At least one year of experience working in a credit union or banking environment required.

This role primarily takes place in a professional office environment and involves sedentary work at a desk or teller station, using a computer and engaging in phone or video conversations. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion of the wrists, hands, and fingers may occur.

Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed.

Salary Band 1: $17 – $26 per hour. This range reflects the full salary band for positions at this level. Individual compensation is determined based on experience, skills, and internal equity.