Member Services Specialist I (Contact Center)

USALLIANCE Financial; Chelmsford (MA); Hybrid; USD 60,174,000 - 65,904,000; Full time

Benefits offered by this job

Hybrid schedule

Job summary

USALLIANCE Federal Credit Union is seeking a Member Services Specialist to deliver exceptional member experiences across all channels and to uphold the Credit Union’s service standards. The role involves handling transactions, assisting members, and promoting products to improve members’ financial position.

The position is full-time, 40 hours per week with a hybrid schedule (in-office and remote work). Prior contact center or banking experience is preferred, and a base hourly range is provided

Qualifications

• High school diploma or equivalent preferred.
• Experience with Microsoft Word and Excel.
• Strong analytical, organizational and communication skills.
• Ability to work independently and cooperatively with team members.

Responsibilities

• Demonstrate knowledge of Credit Union products, services, policies and procedures.
• Assist members via telephone, email, web chat, video banking or in person.
• Process member transactions and requests accurately and promptly.
• Research member inquiries using available resources and ensure follow-up.
• Cross-sell Credit Union products and services during eligible interactions.
• Maintain privacy and confidentiality of member information.
• Identify opportunities for process improvements.
• Perform other duties as assigned.

Skills

Microsoft Word

Excel

Strong communication

Education

High school diploma or equivalent

Job description

About Us

At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment.Represent USALLIANCE in the community and form lasting relationships with our members and partners.

About Us

At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment.Represent USALLIANCE in the community and form lasting relationships with our members and partners.

About This Role

The Member Services Specialist will provide exceptional member experience in all delivery channels. Implement the Credit Union’s Sales and Service standards by offering products and services to improve members’ financial position. Display a great, positive attitude and the drive to succeed.

Schedule

This is a full-time position and will be working 40 hours per week, an employee could be scheduled between the following hours.

• Monday - Friday, 8:00AM - 6:00PM
• Saturday, 9:00AM - 3:00PM (Saturdays will be required, at least once a month)

Key Responsibilities

• Demonstrate a satisfactory knowledge of Credit Union products, services, policies and procedures, including promotions and special offers, during member and employee interactions.
• Assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone, electronic communication (email, fax, web chat, video banking), or in person.
• Promptly and accurately perform member transactions and requests, including but not limited to balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
• Responsible for researching member inquiries using all available resources to ensure proper follow-up and satisfaction.
• Demonstrate working knowledge and understanding of the Credit Union’s sales and service standards, and cross-sell Credit Union products and services during every eligible member interaction.
• Maintain the privacy and confidentiality of Credit Union members and employee account and business information.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Any other duties and/or responsibilities as assigned.

Who You Are

• High school diploma or equivalent preferred.
• Experience in Microsoft Word and Excel.
• Strong analytical, organizational and communication skills.
• Work independently and cooperatively with other credit union team members and departments.
• Strong communication and active listening skills.
• Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested.
• Previous contact center experience preferred.
• Previous banking experience preferred.
• Minimum of 6 months sales experience in a retail or financial environment.
• Adequate secure workspace required for hybrid remote work eligibility.

What We Offer

• Competitive Salary and Benefits Package
• Opportunities for Professional Development and Career Growth
• Hybrid Schedule (min. 3 Days in Office to Maximize Collaboration)
• A Collaborative and Inclusive Work Environment
• Paid Time Off, Wellness Time & Paid Federal Holidays
• 401K with 6% Match
• High Performance Culture

Become a part of a team where your ideas are valued, your growth is supported, and your work makes a difference.

EQUAL OPPORTUNITY EMPLOYER

USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills, and experiences within our workforce.

This job description is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements. This job description may be modified at any time, for any reason, at the sole discretion of management.

At this time, USAlliance Federal Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

If you need sponsorship now or in the future, look for this statement in the job description before you apply: "USAlliance Federal Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position". If this is not listed in the job description, USAlliance Federal Credit Union will not provide sponsorship for the candidate to work in the United States.

It is unlawful for USAlliance to require or administer a lie detector test as a condition of employment or continued employment. In accordance with applicable state laws, an employer who violates this law shall be subject to criminal penalties and civil liability.

In the spirit of pay transparency, we are excited to share the base hourly range for this position is $21.00 - $23.00, exclusive of fringe benefits or potential incentives. This position is also eligible for an annual corporate bonus. If you are hired at USALLIANCE Federal Credit Union, your final base salary compensation will be determined based on factors such as skills, education, and/or experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members as a part is any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth. We also offer a generous compensation and benefits package.

All positions must adhere to standard BSA/AML policies, procedures, and processes. Employees must demonstrate awareness of business functions and how business decisions affect financial and/or non-financial work results.