What are the responsibilities and job description for the Call Center Representative position at Webster First Federal Credit Union?
Job Title: Call Center Representative
Location: Worcester, MA (Onsite)
Reports To: Call Center AVP
About Webster First Federal Credit Union
Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives. We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.
We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.
Summary:
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 service in a fast-paced environment.
This is a great opportunity for someone with previous banking experience who enjoys problem-solving, collaborating with a team, and delivering excellent member support. We offer career growth, ongoing training, and a supportive team environment where your expertise will make an impact.
Essential Duties and Responsibilities:
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. The noise level is generally moderate. 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 including movements (motions) of the wrists, hands, and/or fingers. 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.
Pay Range: Salary Band 1, $20 - $21 / hour
Note: This range reflects the full salary band for positions at this level. Individual compensation is determined based on experience, skills, and internal equity.
Location: Worcester, MA (Onsite)
Reports To: Call Center AVP
About Webster First Federal Credit Union
Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives. We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.
We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.
Summary:
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 service in a fast-paced environment.
This is a great opportunity for someone with previous banking experience who enjoys problem-solving, collaborating with a team, and delivering excellent member support. We offer career growth, ongoing training, and a supportive team environment where your expertise will make an impact.
Essential Duties and Responsibilities:
- 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 once 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 (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 in a credit union or banking role 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. The noise level is generally moderate. 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 including movements (motions) of the wrists, hands, and/or fingers. 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.
Pay Range: Salary Band 1, $20 - $21 / hour
Note: This range reflects the full salary band for positions at this level. Individual compensation is determined based on experience, skills, and internal equity.
Salary : $20 - $21