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

Digital Federal Credit Union; Boston (MA); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking credit union that values community and teamwork. This role offers a chance to provide exceptional service to members across various channels, ensuring their financial needs are met. With a focus on service excellence, you'll engage with members, process transactions accurately, and contribute to operational improvements. This established institution prides itself on fostering a diverse and inclusive workplace, making it an ideal environment for those looking to grow their careers in customer service. If you're passionate about helping others and thrive in a dynamic setting, this opportunity is perfect for you.

Qualifications

• 6 months of experience in call center, banking, or retail customer service.
• Strong interpersonal and multitasking skills.

Responsibilities

• Provide quality service to members through various communication channels.
• Accurately process transactions and member requests.

Skills

Interpersonal Skills

Customer Service

Multitasking

Spanish Speaking

Education

High School Diploma

Tools

PC Proficiency

Job description

Schedule

Monday - Friday 8:45-5:45 with a day off during the week and every Saturday 10-7 (40 hours)

What You'll Do

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

Essential Functions:

• Provide Service Excellence to members. Meet service expectations as outlined in the Service Excellence Scorecard.
• Meet contact center statistics, including Available Time, Schedule Adherence, AUX time, and After Call Work.
• Build relationships and recognize referral opportunities to meet members' financial needs, successfully completing qualified referrals.
• Participate in performance development, being receptive to coaching and feedback.
• Foster teamwork and strengthen relationships within the organization.
• Accurately process transactions, file maintenance, and member requests.
• Suggest process improvements to enhance operational efficiency.
• Perform other duties as assigned or requested.
• Ensure compliance with regulations and complete required training.

What You'll Need

Education and Experience:

• High School diploma or equivalent.
• At least 6 months of call center, banking, or retail customer service experience.

Additional Eligibility:

• Strong interpersonal skills.
• Proficiency with PCs.
• Ability to multitask.
• Spanish speaking skills are a plus.

What We Do

DCU is the largest credit union headquartered in New England, serving over one million members across all 50 states. With over 1,900 team members, we aim to create a great workplace with a strong community focus.

DCU is an equal-opportunity employer that values diversity, inclusion, and equity. We evaluate applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.

If you need a reasonable accommodation during the application process, please email [e-mail] with your request and contact information. Only inquiries related to reasonable accommodations will be responded to.

Note: DCU is not currently offering visa transfer or sponsorship for this position.

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