IC Member Service Specialist

Digital Federal Credit Union; Chelmsford (MA); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Generous 401(k) match

Paid time off (vacation)

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech in Chelmsford, MA is seeking a customer service-oriented individual to provide service excellence to members across phone, email, web chat, and social media. The role involves handling transactions, cross-selling products, and meeting performance metrics in a hybrid work setting.

Qualifications include a high school diploma and at least 6 months in a call center or banking environment. Strong interpersonal skills, multitasking ability, and reliable internet are essential.

Qualifications

• High School diploma or equivalent.
• Minimum 6 months of call center or banking experience.
• Strong interpersonal skills.
• Ability to multitask.
• PC skills.
• Must have high speed internet accessible via ethernet or Wi‑Fi.
• Must have a smartphone with capability to download apps.
• Must have a designated workspace away from others.
• Position requires handling confidential information in a private space.

Responsibilities

• Provide Service Excellence to external and internal members.
• Meet contact center statistics and performance metrics.
• Build relationships and cross-sell products and services.
• Accept coaching and participate in performance development.
• Foster teamwork with Information Center and DCU support departments.
• Process transactions, file maintenance, and member requests accurately.
• Suggest process improvements to enhance efficiency.
• Perform other duties as assigned.

Skills

Interpersonal skills

Multitasking

PC skills

High-speed internet

Smartphone

Private workspace

Spanish speaking (nice to have)

Education

High school diploma or equivalent

Job description

Description

Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members' needs, and cross-sell appropriate products.

What You'll Do:

• Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the Service Excellence Scorecard
• Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work
• Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services
• Participate in performance development by being receptive to constructive coaching feedback from Performance Leads, Assistant Managers, Managers and Peers
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments
• Accurately process transactions, file maintenance and all other member requests
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

Education & Experience:

• High School diploma or equivalent
• Minimum 6 months of call center or banking experience

Additional Eligibility Requirements:

• Strong interpersonal skills
• Ability to multitask
• PC Skills
• Must have high speed internet that is accessible via ethernet cord or Wi‑Fi
• Must have a smart phone with ability to download apps onto phone
• Must have a designated workspace/office away from others.
• Position requires you to handle confidential information so employees must have a secured space away from others that is private and away from distractions or security concerns.

• Spanish Speaking a plus

Location:

Position is a Hybrid role (3 days in office - 2 from home / training and post training is onsite until proficiency is demonstrated). Therefore, an ability to commute to Chelmsford office location as required by schedule.

Target Compensation:

$20.50 per hour

Schedule:

Monday through Friday 8a-5p.

Who We Are:

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements:

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.