Member Experience Specialist

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

The Opportunity

As a Member Experience Specialist 1 (MES 1) of MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team. All MMFCU team members are committed to delivering a consistent and memorable experience to our members and potential members. You will play a vital role in enhancing the financial well-being and satisfaction of credit union members. This role serves as the frontline ambassador of the credit union, providing exceptional service and fostering strong relationships with our members. This role focuses on understanding and addressing members' financial needs while delivering a seamless, personalized experience across all interaction channels. The ideal candidate is passionate about building member trust, aligning with the credit union's mission, and contributing to its growth and success.

Member Experience Specialist 1,

Member Experience Team, MMFCU

Full-Time, Springfield

The Opportunity

As a Member Experience Specialist 1 (MES 1) of MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team. All MMFCU team members are committed to delivering a consistent and memorable experience to our members and potential members. You will play a vital role in enhancing the financial well-being and satisfaction of credit union members. This role serves as the frontline ambassador of the credit union, providing exceptional service and fostering strong relationships with our members. This role focuses on understanding and addressing members' financial needs while delivering a seamless, personalized experience across all interaction channels. The ideal candidate is passionate about building member trust, aligning with the credit union's mission, and contributing to its growth and success.

The Team

This team is made up of Member Experience Specialist 1s, Member Experience Specialist 2s, Senior Member Experience Specialists, and a Senior Member Experience Specialist/Trainer. Reporting directly to the Director of Retail Operations, the team is expected to work cross-functionally and collaboratively with other business units within the organization.

The Impact

• Warmly greet and engage members and visitors in a professional manner, providing prompt assistance and effectively resolving inquiries to ensure a positive experience.
• Provide general and specific service-related information to members both in person and over the phone, including details about their accounts, products, and credit union policies.
• Respond to member inquiries submitted via email or other electronic channels, delivering prompt, professional, efficient, and accurate service and information.
• Process deposits, withdrawals, loan payments, and other member transactions efficiently and accurately.
• Assist members with opening and closing accounts, updating account information, and answering inquiries about account balances and transaction history.
• Manage cash transactions accurately, balance cash drawer daily, and report any discrepancies to the director.
• Educate members about the credit union's products and services, identifying opportunities to improve their financial well-being.
• Actively promote credit union products and services, aligning with member goals and financial needs.
• Identify cross-service opportunities to enhance member engagement and loyalty.
• Handle member complaints and concerns with empathy and professionalism, escalating issues to appropriate departments when needed.
• Adhere to credit union policies, procedures, and regulatory requirements, including the Bank Secrecy Act.
• Safeguard member information, ensuring the highest levels of confidentiality and professionalism.
• Work closely with team members to achieve branch and organizational goals.
• Participate in credit union initiatives, outreach efforts, and training programs as needed.
• Be fully committed to the organization’s values of practicing positivity, being proactive & progressive, cultivating collaboration, growing & guiding, and being adaptable & resourceful.

The Minimum Qualifications

• High school diploma or equivalent.

The Ideal Qualifications

• Minimum of two years of experience in a financial institution or customer service.
• Knowledge of the products and services of the credit union, and the rules and regulations governing the teller operations.
• Proficiency in the teller software and equipment, and the basic computer applications, such as Microsoft Office.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast-paced and team-oriented environment.
• Ability to perform basic math and accounting functions.
• Attention to detail, accuracy, and organization.
• Problem-solving skills.
• Familiarity with credit union system terminology and acronyms.

What You Can Expect At MassMutual

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
• A collaborative environment where perspectives are welcomed
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization
• A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

Salary range: $41, 527 – $49,852

MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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