Member Support Specialist (Lawrence, MA)

BrightBridge Credit Union; Lawrence (MA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Collaborative culture

Training & career development

Competitive pay & benefits

Community impact

Job summary

BrightBridge Credit Union is seeking a Member Support Specialist in Lawrence, MA. You will serve as the voice of the organization, handling calls, chats, and emails with a focus on prompt, personalized service across multiple channels.

You will process a wide range of member transactions, cross-sell suitable products, and assist with loan applications, all while ensuring accuracy and compliance in a fast-paced environment.

Qualifications

• Minimum of high school diploma or equivalent is required.
• Minimum of two years experience in a sales and service environment required.
• Knowledge and experience with financial services and lending preferred.
• Strong interpersonal, written/verbal communication and organizational skills required.
• Strong technology skills. Experience in a windows environment including Outlook, Excel, and Word required.
• Outstanding telephone etiquette and a positive and professional attitude required.
• Flexibility of work hours and proven reliability/dependability required.
• Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).

Responsibilities

• Handles a large volume of incoming calls, chats, and emails within a fast-paced environment in a courteous, professional, and efficient manner.
• Processes a wide variety of transactions for members including, but not limited to: withdrawals, transfers, loan payments, new accounts, e-services and certificates.
• Cross-sells appropriate products and services to deepen member relationships and meet sales expectations.
• Originates Consumer Loan and Home Equity applications and follows up with members to ensure loan funding occurs to the members’ satisfaction.
• Functions as a Membership Officer, as assigned by the Board of Directors.
• Processes check by phone (SpeedChex) and credit card payments by phone (Virtual Merchant).
• Performs all the duties and functions for the ATM/Debit card issuance, including all new, reissues, and maintenance on the system.
• Provides members with information regarding all products and services. When necessary will direct calls to appropriate departments/employees.
• Successfully researches and resolves problems to the members’ satisfaction.
• Perform risk analyses in order to prevent or minimize potential fraud losses by verifying purchases, member identity, and account transactions.

Skills

Customer service

Interpersonal skills

Communication

Organizational skills

Phone etiquette

Education

High school diploma or equivalent

Tools

Outlook

Excel

Word

Job description

Join Our Team as a Member Support Specialist

Location: Lawrence, MA | Full-Time

D o you have a passion for helping others reach their financial goals? Want to turn your passion for helping people into a rewarding career at BrightBridge? As a Member Support Specialist, you are the voice of our organization—delivering prompt, personalized, and professional service to our members across multiple communication channels. In this fast-paced, member-focused environment, you’ll provide expert support on a range of financial products and services, while identifying opportunities to deepen relationships and ensure each interaction reflects our commitment to service excellence. If you're a great communicator, enjoy helping others, and are excited about joining a thriving team, we want to hear from you!

Why You’ll Love Working Here

• A collaborative team culture where your contributions matter
• Ongoing training and career development opportunities
• Competitive pay, benefits, and the chance to grow with a supportive organization
• The satisfaction of making a real difference in your community every day

What You'll Be Doing (Your Responsibilities)

• Handles a large volume of incoming calls, chats, and emails within a fast-paced environment in a courteous, professional, and efficient manner.
• Processes a wide variety of transactions for members including, but not limited to: withdrawals, transfers, loan payments, new accounts, e-services and certificates.
• Consistently cross-sells appropriate products and services to members, in order to deepen member relationships and meet sales expectations.
• Originates Consumer Loan and Home Equity applications and follows up with members to ensure loan funding occurs to the members’ satisfaction.
• Functions as a Membership Officer, as assigned by the Board of Directors.
• Processes check by phone (SpeedChex) and credit card payments by phone (Virtual Merchant).
• Performs all the duties and functions for the ATM/Debit card issuance, including all new, reissues, and maintenance on the system.
• Provides members with information regarding all products and services. When necessary will direct calls to appropriate departments/employees.
• Successfully researches and resolves problems to the members’ satisfaction.
• Perform risk analyses in order to prevent or minimize potential fraud losses by verifying purchases, member identity, and account transactions.

What We’re Looking For (Your Qualifications)

• Minimum of high school diploma or equivalent is required.
• Minimum of two years experience in a sales and service environment required.
• Knowledge and experience with financial services and lending preferred.
• Strong interpersonal, written/verbal communication and organizational skills required.
• Strong technology skills. Experience in a windows environment including Outlook, Excel, and Word required.
• Outstanding telephone etiquette and a positive and professional attitude required.
• Flexibility of work hours and proven reliability/dependability required.
• Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).

Physical Demands, Equipment Used, and Work Environment

• Sitting at a desk for extended periods.
• Fine motor skills for continuous computer keyboarding and mouse use.
• High volume of phone and video calls requiring active listening and speaking.
• Regular attendance and office mobility required. Attendance at appropriate conferences, meetings, and other travel as needed are required.