Member Experience Specialist II

　　Job Number: 23642

　　Functional Area: Credit Union

　　Department: Credit Union

　　School Area: Credit Union

　　Employment Type: Full-time (Hybrid)

　　Employment Category: Non-Exempt

　　Visa Sponsorship Available: No

　　Schedule: On-site

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　　Job Description

　　MEMBER EXPERIENCE SPECIALIST II, MIT Federal Credit Union (MITFCU), to act as a first point of member contact for branch, online, and/or Contact Center. Will offer member information, assistance, and solutions addressing financial needs and challenges via email, telephone, or written correspondence. Responsibilities include processing member transactions; assisting members with new account services; proactively cross-selling by identifying sales opportunities and following referral procedures; responding to member inquiries; protecting the confidentiality of all financial data; implementing/complying with credit union policies/procedures; researching account information to resolve member inquiries; providing coverage to other member service branches/departments as necessary; handling ATM/debit card POS increases and PIN resets; participating in membership drives; handling daily account maintenance and other services issues; assessing member loan needs from start to finish; originating and processing consumer, home equity, and Visa applications; opening IRA accounts and accepting annual contributions; supporting online questions, bill payments, and mobile banking; initiating wire transfers; assisting with onboarding new employees; and performing other duties as requested.

　　Job Requirements

　　REQUIRED: high school diploma or its equivalent; at least three years’ related experience, preferably in financial services; ability to complete and pass all product and services certifications; strong interpersonal, member/customer service, analytical, and verbal and written communication skills; attention to detail; accurate typing; mathematical skills; working knowledge of PCs and familiarity with Microsoft software; comfort providing customer service in a virtual environment; ability to build relationships across an organization; and ability and willingness to keep current on changes in technology and electronic and alternative delivery methods. PREFERRED: one year of experience with cash handling, credit card transactions, and balancing; and familiarity with office equipment. Job #23642-5 This position located in Lexington, MA. 1/24/24