Member Experience Channels Rep

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

Work Arrangement: Hybrid 8:30a-5p Mon-Friday, depending on weeks in month 1 or 2 Saturdays required.

Sign on bonus: $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock\'s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Member Experience Channels Representative serves as the first point of contact for member inquiries through phone, chat, and secure messaging. This role supports a wide range of transactions, troubleshooting needs, and e-commerce solutions, while also identifying opportunities to educate members about Credit Union products and services. It ensures responsive, compliant, and quality service in support of Greylock's member experience goals.

Essential Functions & Responsibilities:

• 60% 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. Perform account maintenance and processing requests, including stop payments, debit card support, and file updates in accordance with regulatory and security standards.
• 15% Educate members on Credit Union products and services. Identify member needs and cross-sell or refer them to appropriate departments to support financial wellness and product utilization.
• 10% Support digital banking services. Provide technical guidance on online banking, bill pay, and mobile features.
• 10% Maintain up-to-date knowledge of all Credit Union products, policies, and And Compliance Requirements. Implement Procedural Updates As Required.
• 5% Participate in periodic sales and service campaigns by meeting defined goals and contributing to outbound and promotional efforts.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

• Member interactions are resolved accurately, efficiently, and with a high standard of professionalism.
• Sales referrals and product knowledge result in improved member engagement and product penetration.
• Compliance with all departmental procedures and regulatory requirements is maintained.
• Digital and online service issues are resolved in a timely and helpful manner.
• Individual contribution supports overall Member Experience Channels quality, service level, and team performance goals.
• Upholds Greylock's cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

• Experience: 1-2 years in a member service, operations, or loan processing role preferred.
• Education: High school diploma or equivalent required.
• Interpersonal Skills: Strong communication skills, problem-solving ability, and a member-first mindset. Able to handle difficult situations with professionalism and empathy.
• Technical/Other Skills: Proficient in Microsoft Office Suite, including Word, Outlook, and Excel. Comfortable using core banking systems and digital tools.