Senior Member Service Center Representative (Bilingual - English/Spanish preferred, onsite/hybrid in Leominster, MA)

Description

The Senior Member Service Center Representative is responsible for providing an exceptional member experience to existing members and potential members through a variety of communication channels such as telephone, email, chat, the message center and social media. The Senior Member Service Center Representative leads by example and coaches the team on operational excellence, member experience, having needs-based conversations, and offering financial solutions to meet our members’ needs.

Primary Responsibilities:

Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to members served by the Credit Union.

1. Consistently executes the behaviors aligned with All One’s values and member service standards to deliver an exceptional member experience via telephone, online chat, email, message center and social media.

2. Performs all MSC operational duties, including but not limited to loan log review, QC log review, ordering of office supplies, QC call reviews (to ensure call integrity, accuracy of information, member privacy, etc.).

3. Responds to inquiries from members and performs necessary transactions and/or research to resolve issues (i.e. deposit products, lending products, and account discrepancies).

4. Works with branches to coordinate and schedule member appointments, both digitally and in person, when needed, for a seamless member experience.

5. Acts as the first escalation point for all Member Service Center Representatives for all department and member situations.

6. Works alongside the management team to coach and mentor MSC staff to achieve goals and develop their abilities and potential; provides ongoing training and motivation to the team.

7. Provides support to credit union members and branch staff with consumer and business digital branch products, services or programs to include trouble shooting, educating/training, and member service.

8. Inputs consumer loan (i.e. auto, personal, overdraft) application requests over the telephone and/or guides members through the online loan application process.

9. Digitally closes, funds and obtains all required documentation for consumer loans and recommends appropriate loan insurances to members.

10. Recommends appropriate solutions to meet member needs. When needed, consults with and/or makes referrals to product specialists who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc.

11. Maintains a strong knowledge of all credit union products and services to promote opportunities to introduce the member to all options available.

12. Responsible for daily member support of all electronic banking products/services including Online/mobile banking, Bill Pay, P2P, mobile deposit, external transfer, Visa online, etc.

13. Provides support, file maintenance, and troubleshooting regarding technical issues for members.

14. Supports management with communicating procedure updates to the team, when processes and/or procedures change.

15. Administers supervisor overrides for restricted transactions appropriately and within assigned limits to approve and take responsibility for the transactions.

16. Continuously increases knowledge and skills through self-motivation, formal education, seminars, and in-house training.

17. Adheres to All One Credit Union policies and procedures.. Responsible for compliance with the following regulations: BSA, OFAC, and other regulations as required.

Secondary Responsibilities:

18. Provides support and training to new hires, as needed.

19. Participates in assigned projects or committees within the credit union.

Work-Life Balance, Benefits & Compensation:

We understand the importance of work-life balance, and our programs give employees peace of mind. Employees at All One Credit Union are offered a comprehensive, affordable, and competitive benefits package including a rich 401K plan offering 100% of the first 5% 401K Match contribution and 3% 401K Safe Harbor contribution. Please review our full benefits package at all-onecu.com/about/careers/.

This position is eligible to work remotely up to 2 days per week after 3 months of hire in accordance with the Work From Home Guidelines.

The expected hiring range is between $21.57 - $26.96. Actual compensation will be determined based on experience and other factors as permitted by law.

Requirements

High School diploma or equivalent. One to three years’ prior banking experience is required along with a strong knowledge of Credit Union products and services. Ability to communicate effectively and build rapport, both orally and in writing, with members and employees is required. Excellent member service, active listening, and attention to detail skills are required to optimize member experience and sales opportunities. Strong time management, organizational, problem solving, and adaptability skills. Must be comfortable with technology and have a working knowledge of Microsoft Outlook, Word and Excel. Must have the ability to work a rotating schedule of Monday through Saturday. Must be registered with the Nationwide Mortgage Licensing System. Bilingual (English/Spanish) preferred, but not required.

Employees are expected to embody All One Credit Union’s core values in all interactions, fostering partnerships, trust, and community both internally and externally. This commitment supports a culture of inclusion and drives the achievement of All One’s goals.

All One Credit Union is an Equal Opportunity Employer.