Member Experience Specialist, MassMutual Federal Credit Union

Member Experience Specialist
MassMutual Federal Credit Union
Full-Time
Springfield, MA
The Opportunity
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.
The Team
This team is made up of a Director of Retail Operations, a Branch Manager, four Member Experience Specialists and two Member Experience Assistants. Reporting directly to the Branch Manager, the team is expected to work cross-functionally and collaboratively with other business units within the organization.
The Impact

• 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.
• Exercises 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.

The Minimum Qualifications

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

The Ideal Qualifications

• 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.

What to Expect as Part of the Team

• Regular collaboration with the retail and member experience team
• Focused one-on-one time with your manager
• Access to mentorship opportunities
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

Employment is contingent upon successfully passing a credit check.
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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
Salary Range: $37,500.00-$47,200.00