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Member Experience Specialist Ii

2 months ago

Cambridge, United States MIT Federal Credit Union Full time

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**PRIMARY DUTIES AND RESPONSIBILITIES**
- Process member transactions by electronic delivery systems
- Assists/Advises members by electronic delivery systems with new account services (including additions or changes in member accounts).
- Proactively cross sells by identifying sales opportunities and follows referral procedures
- Responds to member inquiries to identify issues and needs and propose solutions in a courteous, timely manner.
- Projects a positive and highly professional image of the Credit Union by providing high quality member service
- Protects the confidentiality of all financial data relating to bank operations and its members.
- Implements and complies with credit union policy and procedure
- Research account information to resolve member inquiries
- Provides coverage to other member service branches/departments as necessary
- ATM/Debit Card POS increases and PIN resets
- Participates in annual Student Drives and mini-Membership Drives
- Achieves established goals, both individual and departmental
- Handles daily account maintenance and other services issues as necessary
- Keeps current on changes in technology, electronic and alternative delivery methods
- Open IRA accounts and accept annual contributions.
- Serves as internal and external support for the credit union’s online questions, bill payment and mobile banking.
- Initiate wire transfers (domestic and international) for members
- Assist with onboarding of new employees
- Product ordering, scanning of document and member records, GL and check reconciliations, process payments, travel alerts, address changes, ATM/Debit Card POS increases and PIN resets

**EXPERIENCE/SKILLS/KNOWLEDGE**
- Complete and pass all product and services certifications
- Strong communication and interpersonal skills
- Excellent member (customer) and quality service skills
- Detail oriented
- Strong analytical skills
- Accurate typing skills, mathematical ability
- Good working knowledge of PC’s and familiarity with MicroSoft software
- Familiarity with office equipment preferred
- Comfortable providing customer service in a virtual environment
- Ability to build relationships and strong alliances across the organization
- Keeps current on changes in technology, electronic and alternative delivery methods
- Proficient verbal and written communication skills

**EDUCATION/EXPERIENCE REQUIREMENTS**
- Minimum of three (3) years’ experience required, financial services
- Cash handling, credit card transactions, balancing all One or more (1+) years preferred
- High school diploma or equivalent certificate of education required

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