About the position

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.

Responsibilities

• 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.
• Exercise 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.

Requirements

• High school diploma or equivalent.
• 2+ years of experience in a customer service role.

Nice-to-haves

• 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.

Benefits

• Competitive salaries, along with incentive and bonus opportunities.
• Access to mentorship opportunities.
• Networking opportunities including access to various Business Resource Groups.
• Access to learning content on Degreed and other informational platforms.
• Strong and stable ethical business with industry leading pay and benefits.