Member Experience Advocate — Financial Services

MassMutual; Springfield (MA); On-site; USD 42,000 - 50,000; Full time

Job summary

MassMutual Federal Credit Union (MMFCU) is seeking a Member Experience Specialist 1 to join the Springfield team. You will be the frontline ambassador, assisting members with accounts, products, and services while upholding high standards of confidentiality and compliance.

The MES 1 role emphasizes accurate cash handling, cross-service opportunities, and responsive support across in-person and digital channels.

Qualifications

• Minimum of two years in a financial institution or customer service.
• Knowledge of credit union products/services and teller regulations.
• Proficiency with teller software and Microsoft Office.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast-paced, team-oriented environment.
• Strong math and accounting ability.
• Attention to detail, accuracy, and organization.
• Familiarity with credit union terminology and acronyms.

Responsibilities

• Greet and engage members professionally, resolve inquiries.
• Provide information about accounts, products, and policies.
• Respond to inquiries via email or other channels with prompt service.
• Process deposits, withdrawals, loan payments, and transactions.
• Open/close accounts, update information, and check balances.
• Balance cash drawer daily and report discrepancies.
• Educate members about products/services and opportunities.
• Promote products/services aligned with member goals.
• Handle complaints with empathy and escalate when needed.
• Adhere to policies and regulatory requirements, including BSA.
• Safeguard member information and maintain confidentiality.
• Collaborate with team to achieve branch goals.
• Participate in initiatives, outreach, and training.
• Uphold MassMutual values.

Skills

Customer service

Communication

Interpersonal skills

Attention to detail

Problem-solving

Teller software

Microsoft Office

Teamwork

Math skills

Education

High school diploma or equivalent

Tools

Teller software

Microsoft Office

Job description

MassMutual Federal Credit Union (MMFCU) is seeking a Member Experience Specialist 1 to join the Springfield team. You will be the frontline ambassador, assisting members with accounts, products, and services while upholding high standards of confidentiality and compliance.

The MES 1 role emphasizes accurate cash handling, cross-service opportunities, and responsive support across in-person and digital channels.