Position Title: Call Center Specialist

Department: GIA

Work Arrangement: Full-Time, In-Office (M-F 8am-4:30pm)

Sign on bonus: $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

Greylock Insurance Agency

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Call Center Specialist – Insurance provides support for call routing, policy follow-ups, and data entry to ensure high-quality service to Greylock Insurance Agency clients and staff. Responds to inbound inquiries, assists with policy servicing, and supports account management and processing teams with retention and renewal efforts. Maintains accurate records in agency systems and contributes to agency goals through cross-selling and referral activities.

Essential Functions & Responsibilities:

• 60% Serve as the first point of contact for incoming calls and inquiries through the agency’s phone queue system, ensuring timely, professional, and friendly responses that promote customer satisfaction and policy retention.
• 20% Support account managers and processing teams with customer service activities during downtime, including but not limited to: transmitting policy changes to carriers and mailing policy documents and outbound calling as needed.
• 10% Enter prospect and policyholder information into the agency management system to initiate quoting processes and ensure records are accurate and complete.
• 5% Conduct quality control checks on documentation and database records, reporting any issues to management.
• 5% Promote Greylock Insurance Agency and Credit Union products and services through referrals, cross-selling, and basic product knowledge.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

1. Calls are answered promptly and handled professionally, resulting in high customer satisfaction.
2. Policy follow-ups and retention activities are completed on time and documented accurately.
3. Data entry into agency systems is accurate, timely, and complete.
4. Quality control: identify and correct errors before they impact service or compliance.
5. Referral and cross-selling activities contribute to agency growth.
6. Upholds Greylock’s cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

Experience: Prior customer service experience preferred.
Education: High school diploma or equivalent.
Licenses/Certifications: Producer’s License preferred.
Interpersonal Skills: Professional and upbeat communication style; strong telephone etiquette; ability to build rapport with customers.
Technical/Other Skills: Proficiency in Microsoft Office (Word, Excel, Outlook); strong organizational skills; attention to detail; ability to manage multiple tasks in a fast-paced environment.

Key Competencies:

• Customer Service
• Communication
• Attention to Detail

Additional Competencies:

• Organizational Skills
• Problem Solving
• Analytical/Critical Thinking

Physical Requirements:

Must be able to remain in a stationary position for extended periods, operate a computer and other office equipment, and communicate effectively with clients and staff.

Work Environment:

Office setting with frequent interaction with staff, clients, and vendors. Occasional travel to other locations may be required, as well as participation in occasional community events.

Salary Range:

The salary range for this role is $20.67 to $26.06. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability:

With history going back to the 1930s, Greylock served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow:

We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, value-driven, and makes a real impact on our community.

Benefits that work:

Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.