Member Experience Liaison

MassMutual • Springfield, MA

1d • Onsite

About The Position

As a Member Experience Liaison of MassMutual Federal Credit Union (MMFCU), this entry-level position is foundational in delivering the credit union’s commitment to white-glove, concierge-level service. The role focuses on creating a welcoming, personalized experience, ensuring members feel known, supported, and valued at every interaction. Responsibilities include serving as the first point of connection for members visiting the branch, supporting proactive outreach to new members, and ensuring member feedback is acknowledged and acted upon in a timely and thoughtful manner. This work directly supports MMFCU’s strategic priority of delivering a consistent “white glove” member experience. The Member Experience Liaison will be part of the branch operations team, working closely with frontline staff, branch leadership, and internal partners in marketing. This role involves collaboration across teams to ensure the voice of the member is heard and reflected in how the credit union serves its membership. The position reports to branch leadership and contributes to a culture centered on service excellence, accountability, and continuous service improvement.

Requirements

• High school diploma or equivalent
• 1+ years' in customer service, hospitality, retail, or a member-facing role

Nice To Haves

• Previous experience in a credit union or other financial institution environment
• Experience in a concierge, front desk, or service-focused role
• Strong sense of empathy and commitment to service excellence

Responsibilities

• Serve as primary front-of-house presence, greeting members and setting the tone for a white-glove experience upon entry to the branch
• Ensure every member receives personalized attention and is connected to the appropriate staff or resources in a timely manner
• Support smooth member flow within the branch by managing expectations, wait times, and transitions between team members
• Provide concierge-level assistance for basic requests and questions while escalating more complex needs appropriately
• Conduct proactive outreach to new members to welcome them to the credit union and support a positive onboarding experience
• Provide general and specific service-related information to members both in person and over the phone, including details about their accounts and credit union policies
• Help ensure new members understand how to access services and feel confident engaging with the credit union
• Serve as a liaison to the data marketing team by tracking, coordinating, and following up on member feedback received through surveys, campaigns, and other marketing channels
• Ensure member feedback is acknowledged and responded to in accordance with established service standards
• Identify common themes or recurring feedback and share observations with branch leadership to support service improvements
• Represent the credit union professionally and consistently, reinforcing trust, care, and attention to detail in every interaction
• Maintain awareness of credit union policies, procedures, and compliance expectations while delivering high-touch service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees