Call Center Representative

• Provide friendly, professional, and knowledgeable service across telephone and other Contact Center channels
• Listen to members, understand their needs, and take ownership of questions and concerns through resolution whenever possible
• Resolve issues related to debit and credit cards, online banking, bill pay, and other electronic and digital services
• Provide timely follow-up and escalate issues appropriately
• Support Contact Center service goals, including first-call resolution, wait time, and call abandonment
• Build relationships by identifying member needs and recommending appropriate SCU Credit Union products and services
• Educate members about savings, checking, credit and debit cards, online and mobile banking, consumer loans, and other solutions
• Assist with account opening, consumer loan applications, and basic deposit and loan transactions
• Make needs-based referrals and cross-sell products and services
• Maintain knowledge of Credit Union products, services, and digital tools
• Process member information and transactions accurately and efficiently
• Reconcile daily work and assist with balancing the department
• Follow procedures, member identification and authentication requirements, confidentiality policies, and applicable regulations
• Collaborate with Contact Center and Credit Union team members
• Demonstrate SCU Credit Union’s Core Values and Vision
• Participate in department and organizational projects as directed

Contact Center Representative

• Answer, screen and process a high volume of incoming calls professionally
• Use phone scripts and guidelines to triage calls
• Determine appointment type, appropriate provider and urgency using appropriate questions and independent judgment
• Use centralized scheduling systems and software applications to schedule appointments
• Verify and update patient demographic information and transfer patients to registration as needed
• Obtain referrals for scheduled visits and document them in the system
• Document payer information, including workers' compensation and auto liability
• Inform patients about visit preparation, required documents, films, notes, diagnostic-test preparation and protocols
• Coordinate data sets and availability of professional services for efficient, cost-effective scheduling of visits, tests and procedures
• Address scheduling problems and concerns with the manager
• Record and forward accurate messages to providers and staff
• Triage urgent calls to appropriate staff
• Respond to information and assistance requests within scope of knowledge and authority
• Resolve and respond efficiently and professionally to provider email requests

Patient Service Representative – GI Call Center

• Serve as the initial point of contact through the call center
• Register all new patients and direct current patients
• Manage calls from patients requiring medical care and provide or gather necessary information
• Create, update, and access confidential patient data in EMR accurately
• Facilitate appointments by gathering demographic, referral source, and clinical information
• Observe telephone flow and offer or request assistance as needed
• Communicate with all departments to minimize wait times and provide high-quality customer service
• Perform other duties assigned by the manager

Call Center Agent – Part Time

• Supervise daily associate work through support channels, live dashboards, queue information, and performance reporting
• Conduct one-on-ones, call monitoring, live coaching, documented feedback, performance conversations, and development planning
• Coach procedural execution and recognize accomplishments and strengths
• Teach new processes and systems, reinforce prior training, support ongoing learning, provide cross-training, and maintain department procedures and training resources
• Maintain and distribute the daily department schedule, monitor associate activity and schedule execution, respond to same-day changes, and help ensure appropriate staffing coverage and service levels
• Serve as the supervisory point of escalation for sensitive or difficult member situations and work toward timely, effective resolution
• Run and analyze associate performance reports, identify individual and team trends, provide feedback, and report relevant observations and needs to the Member Services Manager
• Maintain working knowledge of Direct Federal products, services, digital tools, systems, and procedures
• Become proficient in new product launches and process changes, translate changes into daily operations, and reinforce consistent execution
• Assist with complex member-related work, queues, reports, and other day-to-day operational needs

Call Center Representative jobs in Massachusetts

Contact Center Representative

Patient Service Representative – GI Call Center

Call Center Agent – Part Time

Member Services Supervisor – Contact Center