Greylock Federal Credit Union

Call Center Representative

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union.
• Responds to a wide variety of telephone, chat and secure messaging member inquiries.
• Assists members with any problems on existing accounts.
• Determines members’ product and service needs and provides information and/or clarification of products and services that would best fit their financial needs.
• Provides service and development level support for all e-commerce related activities.
• Maintains current knowledge of all Credit Union products and services.

Contact Center Representative

Account Manager

• Under the direction of AVP, Personal Lines Manager, performs duties in support of the insurance agency function
• Provides high level of service and responsiveness to clients
• Gathers information and utilizes software to prepare quotes
• Confidently discusses options/quotes and makes policy recommendations
• Advises customers on claims process and provides assistance
• Takes ownership of assigned portfolio and provides excellent customer service
• Handles new business clients and achieves standards in up-selling/cross-selling
• Represents Credit Union in civic, community, and professional organizations
• Performs all duties in compliance with regulatory guidelines and policies
• Responsible for company training and keeping up with required licensing

Personal Lines Account Manager II

Customer Support

• Under the general direction of the Processing & Call Center Supervisor, performs a variety of personal insurance policy processing functions in conformance with established Insurance Agency policies, strategies and procedures.
• Promotes the Greylock Insurance Agency wherever and whenever possible.
• Encouraged to actively represent the Greylock Insurance Agency in local civic, community and professional organizations.
• Respond immediately to and assist Account Managers with any and all inquiries for service from customers or prospects, taking ownership of the inquiry to ensure customer satisfaction and policy retention.
• Assist the Account Managers with nonpayment notices, making calls to insureds and notifying CSR's when policies are due to cancel.
• Initiate any necessary contact with carriers to mitigate policy reinstatement whenever possible or necessary.
• Processes all incoming policies (new, amended, cancelled) for the agency in accordance with established workflows and procedures; verify the accuracy of the policy declaration against the Agency Management system and the receipt of download in EPIC; mark any applicable Follow-Up accordingly and confirm invoicing.
• Notify CSR of any discrepancies in quotes and any obvious coverage errors or omissions.
• Act as quality control, ensuring that all required documentation is in our file and that the agency standards for timeliness and accuracy are being met and reporting any violations to the appropriate agency manager.
• Quality control also extends to verifying the accuracy of all information in the customer database.
• Transmit all requests for policy changes to our insurance partners within the required timeframe, utilizing the specific delivery method for each carrier.
• Confirm receipt of the revised policy declarations and mail insured copies to the customer along with the appropriate letter.
• Invoice any non-automated premium-bearing policy transactions in the Agency Management system prioritizing the current month activity to be completed prior to month end; verifying that the invoicing is done at the correct amount and with any producer specific commission criteria.
• Comprehend and execute the required daily functions relating to policy download and automated download invoicing.
• Assist with the scanning and activity creation/updating of electronic mail inquiries accordingly.
• Provide customer service on the phone, via email, and in-person as needed.
• Complete assigned carrier reports on a weekly basis.
• Participate in marketing projects as outlined by the Insurance Processing Supervisor and/or Operations Manager.

Personal Lines Customer Service Coordinator

Operations

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures.
• Regularly attends and participates in Greylock intern activities including but not limited to soft skills forums, intern meetings, committee meetings, and send off ceremony.
• Provides support and input on department tasks and projects as assigned by supervisor.
• Maintains knowledge of Credit Union’s overall vision, values, and services offered to members.
• Identify the root cause of balancing discrepancies, troubleshoot posting errors, resolve exceptions efficiently and post loan closing system errors and correct them promptly.
• Generate and review daily, weekly, and monthly servicing reports.
• Support Business Officers with Site Visits, billing questions, escrow activity, loan research, and audit packages.
• Receive, verify, and process ATM deposits.
• Process outgoing and incoming image cash letters and handle adjustments.

Operations Intern

Financial Planning and Analysis

• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures.
• Regularly attends and participates in Greylock intern activities including but not limited to soft skills forums, intern meetings, committee meetings, and send off ceremony.
• Provides support and input on department tasks and projects as assigned by supervisor.
• Maintains knowledge of Credit Union’s overall vision, values, and services offered to members.
• Assist with daily and monthly account reconciliations.
• Support the month‑end close process through data gathering, journal entry preparation, and documentation.
• Help maintain organized and accurate financial documentation in accordance with internal control standards.
• Conduct data validation and quality checks for financial system inputs and reports.
• Participate in process improvement initiatives and workflow efficiency projects.
• Perform other duties and projects as assigned to support Finance team objectives.

Finance Intern

Marketing

• Under the supervision of the department head and/or assigned supervisor performs a variety of tasks related to department and Credit Union goals in conformance with established policies, strategies and procedures.
• Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures.
• Regularly attends and participates in Greylock intern activities including but not limited to soft skills forums, intern meetings, committee meetings, and send off ceremony.
• Provides support and input on department tasks and projects as assigned by supervisor.
• Maintains knowledge of Credit Union’s overall vision, values, and services offered to members.
• Develop content for Money Talks newsletter.
• Review credit union trends and topics on a weekly basis.
• Contribute ideas for social media posts and reels.
• Participate in on-site video shoots for Member and employee stories.
• Participate in the planning and development of Youth Week 2025.

Contact Center Representative

Personal Lines Account Manager II

Personal Lines Customer Service Coordinator

Operations Intern

Finance Intern

Marketing Intern