Member Experience Specialist

Member Experience Specialist

MassMutual Federal Credit Union

Full-Time Onsite

Springfield, MA

The Opportunity

As a Member Experience Specialist (MES) of MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team. All MMFCU team members are committed to delivering a consistent and memorable experience to our members and potential members. You will be responsible for providing members with excellent service, showing empathy, and displaying a positive and ready-to-serve attitude when answering questions or solving member concerns. The ideal candidate will be collaborative and supportive, thriving in a fast-paced work environment. Strong interpersonal skills and a passion for continuous learning and growth are essential.

The Team

This team is made up of a Director of Retail Operations, a Branch Manager, four Member Experience Specialists, and two Member Experience Assistants. Reporting directly to the Branch Manager, the team is expected to work cross-functionally and collaboratively with other business units within the organization.

The Impact

• Build and maintain positive relationships with members, understanding their financial needs and providing tailored solutions.
• Educate members about credit union products and services.
• Respond promptly to member inquiries via phone, email, and in-person interactions.
• Resolve member issues and concerns efficiently, escalating complex matters to appropriate departments when necessary.
• Maintain a thorough knowledge of credit union policies, procedures, and regulations to ensure accurate and compliant service delivery.
• Provide assistance with online banking and mobile app usage, guiding members through digital platforms and troubleshooting issues.
• Identify and report any suspicious or fraudulent activities to the appropriate parties.
• Possess the ability to build strong relationships and act as part of a team.
• Exercises a high degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Identify opportunities to cross-sell and upsell credit union products and services to members.
• Refer members to specialized departments for products such as loans, mortgages, and investment services.
• Maintain organized and accurate member records and documentation.
• Assist with administrative tasks such as data entry, filing, and report generation.
• Participate in team meetings and training sessions to stay updated on products, services, and industry trends.

The Minimum Qualifications

• High school diploma or equivalent
• 2+ years of experience in a financial institution

The Ideal Qualifications

• Knowledge of the products and services of the credit union, and the rules and regulations governing the teller operations.
• Proficiency in the teller software and equipment, and the basic computer applications, such as Microsoft Office.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast-paced and team-oriented environment.
• Ability to perform basic math and accounting functions.
• Attention to detail, accuracy, and organization.
• Leadership, coaching, and problem-solving skills.
• Familiarity with credit union system terminology and acronyms.

What to Expect as Part of the Team

• Regular collaboration with the retail and member experience team
• Focused one-on-one time with your manager
• Access to mentorship opportunities
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry-leading pay and benefits

Employment is contingent upon successfully passing a credit check.

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.