Fulfillment Specialist I

POSITION SUMMARY:

The primary purpose of this position is to process member mail-in correspondence, including account maintenance, payments, and inquiries, and assists members with account-related change requests received via mail, phone, chat, SMS/text, home banking, and email. The Fulfillment Specialist I supports BayPort members by completing account-related requests accurately and securely within the Fulfillment Center, part of the omnichannel member operations function.

ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:

• Process member mail-in correspondence, including account maintenance requests, payments, and inquiries, accurately and within established timeframes.
• Assist members with account-related change requests received across multiple channels included but not limited to: mail, phone, chat, SMS/text, and email.
• Work the fulfillment queue of requests received by Contact Center representatives via phone, prioritizing work to meet turnaround standards.
• Route requests outside the scope of the Fulfillment Center to the appropriate department and follow up as needed.
• Escalate exceptions and unusual requests to the Fulfillment Center Supervisor.
• Meet established productivity, quality, accuracy, and turnaround standards.
• Follow BayPort policies, procedures, regulatory requirements, and internal controls, including the secure handling of physical mail and payments.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: High school diploma required.

Required Experience: 1-2 years of financial services experience; preferably in an environment that required balancing multiple priorities at once.

Preferred Experience: 2-3 years of experience of contact center experience.

Preferred Knowledge: General knowledge of financial services, including banking, credit union operations, and loan products. Familiarity with member service platforms and contact center systems.

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values:  Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.

• Strong attention to detail and a commitment to accuracy on every request.
• Proven ability to work effectively in an outbound call center environment.
• Ability to use reasoning and sound judgment when handling sensitive member information and recognizing when a request needs to be escalated.
• Ability to maintain strict confidentiality of member information in every situation.
• Ability to manage multiple requests and prioritize work within a queue.
• Clear and professional written and verbal communication skills across mail, phone, chat, SMS/text, and email.

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.