Role

Contact Center Representative (part time up to 25 hours)

Reports To: 

Contact Center Manager

About us:

Naveo is a not-for-profit financial institution (with locations in Somerville and Cambridge) focused on serving our members as partners, guiding them towards their financial goals. We embrace their personalities, cultures, and ambitions, tailoring our services to fit their needs and creating a financial plan that matches up with their current and future goals. At Naveo, it’s your journey.

About the role:

We are seeking an organized and motivated part time Contact Center Representative to provide excellent member service, offering assistance and solutions via telephone, email, and written correspondence. 

· Provide outstanding service through active listening, time management, and verbal and written communication.

· Utilize resources effectively to address member needs, inquiries, and complaints in a timely and efficient manner.

· Maintain knowledge of the organization, our products and services, and industry trends to offer solutions.

· Respond to inquiries regarding branch hours and locations, deposit and loan accounts, and transactions.

· Process requests including but not limited to travel notifications, debit card limit increases, transfers, stop payments and loan payments.

· Verify and update member profiles to ensure accuracy of contact information.

· Assist with setting up, troubleshooting, password resetting, and navigating Mobile Banking, Online Banking, and Bill Pay.

· Act as a Member Service Representative in the Retail branches as needed, performing key functions such as but not limited to assisting with opening and closing the branch, processing deposits, withdrawals, loan payments, check cashing, wire transfer initiation, and balancing teller drawer, ATM, vault, Coinstream, and cash recyclers. 

· Demonstrate community involvement by representing the Credit Union while working at local events.

· Adhere to member authentication procedures, Naveo policies and procedures, and all state and federal regulations.

· Provide coverage in the branches to support the business and scheduling needs of the Credit Union.

· Perform other duties as necessary.

· Responsible for ensuring regulatory compliance with all banking regulations within area of responsibility.

Compensation:

 Target hourly wage: $19.87 - $22.88 per hour, in addition to other benefits. 

Our ideal candidate looks like: 

Education/Experience: 

· Bachelor's degree preferred, but not required

· One (1) or more years of customer service and banking experience or contact center experience required

· Ability to solve problems, analyze information, and demonstrate professionalism

· Excellent organizational skills and ability to work independently

· Demonstrated comfort level with technology such as mobile services and online banking services is a plus

· Effective time management skills. Ability to exercise good judgment and ability to prioritize multiple demands

· Ability to speak Portuguese a plus but not required

· Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume 

· Knowledge of Microsoft Office and Outlook

· Experience on COCC Insight a plus

· Availability to work up to 25 hours per week as needed (proposed schedule), hybrid schedule available after training period:

Monday 8:30a - 1p

Tuesday 8:30a - 4p

Thursday 8:30a - 1p

Friday  8:30a - 6p

Have some of the above skills or qualifications, but not others? Contact us and let us know why you think you’d be a fit.

MORE ABOUT US:

Our team is made up of experienced and dedicated employees seeking to make an impact in the communities we serve by supporting our local economy, small businesses, and community organizations. Interested in bringing value to our members and neighbors? Seeking to develop your skills? You might be a fit for one of our openings.

Naveo Credit Union, formerly Cambridge Portuguese Credit Union, was incorporated in 1928 by members of the Portuguese-American community as a place for their community to grow their savings with confidence and borrow money at low rates. In 2014, we changed our name to Naveo Credit Union to complement the changing demographics of the area -- we welcome everyone in the community to become a member. We are socially responsible, supporting local non-profit organizations that serve our membership. 

Naveo is an equal opportunity employer that values diversity. We do not discriminate based on perceived or actual race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, or status as an individual with a disability. Naveo is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment and activities.