Hybrid Member Experience Rep: Inbound Banking Support

Greylock Federal Credit Union; Pittsfield (MA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Greylock Federal Credit Union in Pittsfield, MA is seeking a friendly Member Experience Channels Representative to be the first point of contact for members through phone, chat, and secure messaging. You will handle inquiries, troubleshoot transactions, and educate members about Credit Union products and services to support financial wellness.

The role emphasizes accurate problem solving, compliance with procedures, and cross-selling when appropriate.

Qualifications

• High school diploma or equivalent required.
• 1-2 years in a member service, operations, or loan processing role preferred.
• Strong communication skills, problem-solving ability, and a member-first mindset.
• Able to handle difficult situations with professionalism and empathy.

Responsibilities

• Respond to member inquiries via phone, chat, and secure messaging.
• Research and resolve issues related to loans, deposits, online banking, and other account servicing needs.
• Educate members on Credit Union products and services; cross-sell or refer to appropriate departments.
• Support digital banking services; provide guidance on online banking, bill pay, and mobile features.
• Maintain up-to-date knowledge of all Credit Union products, policies, and compliance requirements; implement updates as required.
• Participate in periodic sales and service campaigns by meeting defined goals and contributing to outbound and promotional efforts.

Skills

Strong communication

Problem-solving

Member-first mindset

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Core banking systems

Digital banking tools

Job description

Greylock Federal Credit Union in Pittsfield, MA is seeking a friendly Member Experience Channels Representative to be the first point of contact for members through phone, chat, and secure messaging. You will handle inquiries, troubleshoot transactions, and educate members about Credit Union products and services to support financial wellness.

The role emphasizes accurate problem solving, compliance with procedures, and cross-selling when appropriate.