Member Experience Channels Representative

Greylock Federal Credit Union•Pittsfield, MA

12d•$21 - $26•Hybrid

About The Position

The Member Experience Channels Representative serves as the first point of contact for member inquiries through phone, chat, and secure messaging. This role supports a wide range of transactions, troubleshooting needs, and e-commerce solutions, while also identifying opportunities to educate members about Credit Union products and services. It ensures responsive, compliant, and quality service in support of Greylock’s member experience goals.

Requirements

High school diploma or equivalent required.
1–2 years in a member service, operations, or loan processing role preferred.
Strong communication skills, problem-solving ability, and a member-first mindset.
Able to handle difficult situations with professionalism and empathy.
Proficient in Microsoft Office Suite, including Word, Outlook, and Excel.
Comfortable using core banking systems and digital tools.

Nice To Haves

Full-time employment

Responsibilities

Respond to member inquiries via phone, chat, and secure messaging.
Research and resolve issues related to loans, deposits, online banking, and other account servicing needs.
Perform account maintenance and processing requests, including stop payments, debit card support, and file updates in accordance with regulatory and security standards.
Educate members on Credit Union products and services.
Identify member needs and cross-sell or refer them to appropriate departments to support financial wellness and product utilization.
Provide technical guidance on online banking, bill pay, and mobile features.
Maintain up-to-date knowledge of all Credit Union products, policies, and compliance requirements.
Implement procedural updates as required.
Participate in periodic sales and service campaigns by meeting defined goals and contributing to outbound and promotional efforts.