Information Center Member Service Specialist I, Full-Time, Remote (MA, NH, GA only) $20.50/hour[...]

Digital Federal Credit Union; Massachusetts; Remote; USD 100,000 - 125,000; Full time

Job summary

A leading financial institution is seeking a Member Service Specialist I to provide quality service through various channels. This role requires a high school diploma, strong interpersonal skills, and a minimum of 6 months in call center or banking experience. The position offers a competitive hourly wage and is remote, serving members primarily in MA, NH, and GA. Join a team dedicated to excellent work-life balance and community support.

Qualifications

• Minimum 6 months of call center or banking experience.

Responsibilities

• Provide internal and external members with quality service.
• Accurately process transactions and member requests.
• Identify members’ needs and cross-sell products.
• Meet expectations for contact center statistics.

Skills

Strong interpersonal skills

PC Skills

Ability to multitask

Spanish Speaking

Education

High School diploma or equivalent

Job description

Overview

Information Center Member Service Specialist I, Full-Time, Remote (MA, NH, GA only) $20.50/hour, Mon-Fri 2p-11p

Job Category: Information Center

Requisition Number: INFOR006018

Posted: September 29, 2025 • Full-Time

Responsibilities

• 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.
• Provide Service Excellence to both external and internal members and meet service expectations as outlined in the Service Excellence Scorecard.
• Meet expectations for contact center statistics, including Available Time, Schedule Adherence, AUX time and After Call Work.
• Help meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities; successfully complete qualified referrals of products and services.
• Participate in performance development by being receptive to coaching feedback from Performance Leads, Assistant Managers, Managers, and Peers.
• Foster teamwork and strengthen relationships between Information Center staff and DCU support departments.
• Accurately process transactions, file maintenance, and all other member requests.
• Make process improvement recommendations 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.
• Comply with regulatory compliance and assigned training requirements.

What You’ll Need

Education and Experience Requirements:

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

Additional Eligibility Requirements:

• Strong interpersonal skills
• PC Skills
• Ability to multitask
• Spanish Speaking a plus

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

Equal Opportunity Employer

DCU 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 inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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

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Other

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.