Senior Member Experience Leader - Remote & Customer Care

All One Credit Union; Leominster (MA); Hybride; USD 45 000 - 56 000; Plein temps

Avantages offerts par ce poste

401K match

Remote work up to 2 days per week

Résumé du poste

All One Credit Union is seeking a Senior Member Service Center Representative in Massachusetts to deliver outstanding member experiences across phone, chat, email, and social channels. You will lead by example, coach the MSC team, and provide financial solutions tailored to members’ needs.

You will handle loan applications, digital banking support, and escalate referrals to product specialists when necessary, while staying compliant with regulatory requirements.

Qualifications

• High School diploma or equivalent; 1–3 years banking experience required.
• Effective communication, strong member service and sales opportunities.
• Proficiency with Outlook, Word and Excel; comfortable with technology.
• Bilingual English/Spanish preferred, but not required.

Responsabilités

• Deliver exceptional member experience via telephone, chat, email, and social media.
• Perform MSC operational duties including loan and QC log reviews.
• Resolve member inquiries and perform necessary transactions and research.
• Coordinate and schedule member appointments with branches.
• Coach and mentor MSC staff to achieve goals and develop abilities.
• Support digital branch products and troubleshoot for members.
• Input loan applications and guide members through online processes.
• Digitally close, fund, and document consumer loans; discuss insurances.
• Escalate to product specialists when needed for specific member needs.
• Maintain knowledge of credit union products and services.
• Provide daily support for electronic banking products and services.
• Communicate procedure updates to the team.

Connaissances

Communication

Customer service

Active listening

Rapport building

Bilingual English/Spanish

Formation

High School diploma or equivalent

Outils

Microsoft Outlook

Microsoft Word

Microsoft Excel

Description du poste

All One Credit Union is seeking a Senior Member Service Center Representative in Massachusetts to deliver outstanding member experiences across phone, chat, email, and social channels. You will lead by example, coach the MSC team, and provide financial solutions tailored to members’ needs.

You will handle loan applications, digital banking support, and escalate referrals to product specialists when necessary, while staying compliant with regulatory requirements.