Member Experience Team Leader

MIT • Cambridge, MA

12h

About The Position

MEMBER EXPERIENCE TEAM LEADER, Credit Union , will be a first point of member contact for branch staff, as well as a point of escalation for complex member/account-related issues; help diagnose complex member account-related issues and provide support to the Member Relations Representatives and Member Experience Specialists; provide member information, assistance, and solutions addressing the financial needs of members via email, phone, or written correspondence and train Member Relations Representatives and Specialists to do the same; and lead efforts to teach and effectively cross-sell product offerings of the MIT Federal Credit Union. The full job description is available, here

Requirements

• Five or more years of experience in the financial industry
• member/customer service experience
• High school diploma or equivalent
• excellent communication skills, patience, and leadership skills to resolve complex member issues for members and those assigned to the team or branch

Nice To Haves

• Be well-versed in all Credit Union products and services and able to effectively train those on the team or in the branch.

Responsibilities

• be a first point of member contact for branch staff
• be a point of escalation for complex member/account-related issues
• help diagnose complex member account-related issues and provide support to the Member Relations Representatives and Member Experience Specialists
• provide member information, assistance, and solutions addressing the financial needs of members via email, phone, or written correspondence and train Member Relations Representatives and Specialists to do the same
• lead efforts to teach and effectively cross-sell product offerings of the MIT Federal Credit Union

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