Member Experience Specialist

MassMutual•Springfield, MA

5d•Onsite

About The Position

As a Member Experience Specialist 1 (MES 1) 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 play a vital role in enhancing the financial well-being and satisfaction of credit union members. This role serves as the frontline ambassador of the credit union, providing exceptional service and fostering strong relationships with our members. This role focuses on understanding and addressing members' financial needs while delivering a seamless, personalized experience across all interaction channels. The ideal candidate is passionate about building member trust, aligning with the credit union's mission, and contributing to its growth and success.

Requirements

High school diploma or equivalent.
Minimum of two years of experience in a financial institution or customer service.
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.
Problem-solving skills.
Familiarity with credit union system terminology and acronyms.

Responsibilities

Warmly greet and engage members and visitors in a professional manner, providing prompt assistance and effectively resolving inquiries to ensure a positive experience.
Provide general and specific service-related information to members both in person and over the phone, including details about their accounts, products, and credit union policies.
Respond to member inquiries submitted via email or other electronic channels, delivering prompt, professional, efficient, and accurate service and information.
Process deposits, withdrawals, loan payments, and other member transactions efficiently and accurately.
Assist members with opening and closing accounts, updating account information, and answering inquiries about account balances and transaction history.
Manage cash transactions accurately, balance cash drawer daily, and report any discrepancies to the director.
Educate members about the credit union's products and services, identifying opportunities to improve their financial well-being.
Actively promote credit union products and services, aligning with member goals and financial needs.
Identify cross-service opportunities to enhance member engagement and loyalty.
Handle member complaints and concerns with empathy and professionalism, escalating issues to appropriate departments when needed.
Adhere to credit union policies, procedures, and regulatory requirements, including the Bank Secrecy Act.
Safeguard member information, ensuring the highest levels of confidentiality and professionalism.
Work closely with team members to achieve branch and organizational goals.
Participate in credit union initiatives, outreach efforts, and training programs as needed.
Be fully committed to the organization’s values of practicing positivity, being proactive & progressive, cultivating collaboration, growing & guiding, and being adaptable & resourceful.