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General Administrative Specialist

2 months ago

Springfield, United States Hire Talent Full time
Job Title: General Administrative Specialist
Job Duration: 8 months on W2
Job Location: Springfield MA

The primary responsibility of a Financial Federal Credit Union (MMFCU) Member Experience Assistant (MEA) is to
wOur Companyome members and potential members to our organization across several channels of communication. These
channels can include in person at our reception desk, on our teller line, over the phone, via email or in our chat
platform. MES's are tasked with resolution of day-to-day questions presented by our membership that can include basic
account information, product questions, help with gaining accessibility to our services and other routine matters that
our members need assistance with. MEA's must provide peace of mind and show empathy while delivering the
excellent member service at every opportunity. The MEA must always abide by the Credit Union's policies and
procedures and protect member information with high sensitivity and ensure that calls are escalated appropriately and
with the proper sense of urgency to provide resolution to our members concerns and requests.
At MMFCU, we rely on our MEA's to maintain a detailed knowledge of what each department and team member
handles on a regular basis so that they can route calls and member requests appropriately. Additionally, we count on
out MEA's to uphold our values while providing excellent member service with a ready to serve and positive attitude
consistently. MEA's are evaluated and cross trained in other service areas, including the teller line, to allow them to
grow in their position and have a significant impact on our success with delivering a memorable service experience.

Our Expectations
• All MMFCU employees are expected to arrive for their shift on time daily with a positive outlook, professional
appearance and ready to serve our membership while supporting the Credit Union Vision.
• Travel to other *** FCU or *** Financial Group locations or offsite locations for training or other
events may be required.
• Attend annual compliance training and maintain a working knowledge of all policy, procedures and regulations that
impact their position, especially the Bank Secrecy Act.
• Adhere to established policies, procedures, and regulations and remain updated on changes by reading email,
messaging, and attending meetings and trainings as scheduled.
• MMFCU MEA's must utilize the resources provided in product knowledge brochures, emails from leadership, the
MMFCU website and internal Product Knowledge Libraries to maintain a working knowledge of what MMFCU offers
its membership, key stakeholders, and subject matter experts in each area and how our departments work together
to provide an excellent experience across all channels. This internal expertise is critical to a MEA's ability to
accurately answer questions, suggest products and services to meet member needs and connect staff with members
in a timely fashion providing solutions to everyday routine and complex issues that may arise within our business.
• MEA's engage our members and potential members in conversation to identify sales and service opportunities
based on current relationships and potential for new memberships in the existing member's household.
• MEA's must consistently educate and cross sell MMFCU products and services appropriately.
• MEA's must educate visitors regarding MMFCU qualifications for membership, participate in wOur Companyoming and
onboarding new members and impact the growth of the Credit Union. This may be in the office or on campus
during events.
• MEA's are responsible for ensuring that issues are resolved and that members receive follow ups appropriately and
within determined turnaround times.
• MEA's function as a backup teller as needed and must adhere to all cash handling and negotiable instrument
procedures and policies in a teller capacity when working on the teller line.