Job Description

MEMBER EXPERIENCE SPECIALIST II, MIT Federal Credit Union (MITFCU), to act as a first point of member contact for branch, online, or Contact Center. Will offer member information, assistance, and solutions addressing financial needs and challenges via email, telephone or written correspondence.  Responsibilities include processing member transactions; assisting/advising members with new account services; proactively cross-selling by identifying sales opportunities and following referral procedures; responding to member inquiries; protecting the confidentiality of all financial data; implementing and complying with MITFCU policies/procedures; researching account information to resolve member inquiries; providing coverage to other member service branches/departments as necessary; handling ATM/debit card POS increases and PIN resets; participating in membership drives;   handling daily account maintenance and other service issues; assessing member loan needs from start to finish; originating and processing consumer, home equity, and Visa applications; opening IRA accounts and accepting annual contribution; supporting online questions, bill payments, and mobile banking; initiating wire transfers; assisting with new employee onboarding; and performing other duties as requested.  

Job Requirements:
REQUIRED:  high school diploma or its equivalent; three years’ related experience, preferably in financial services; ability to complete and pass all product and services certifications; strong member/customer service, analytical, interpersonal, and verbal and written communication skills; attention to detail; accurate typing skills; mathematical skills; proficiency with PCs and familiarity with Microsoft software; comfort providing customer service in a virtual environment; ability to build relationships/alliances across the organization; and ability and willingness to keep current on changes in technology and electronic and alternative delivery methods.  PREFERRED:  one year of experience with cash handling, credit card transactions, and balancing; and familiarity with office equipment.  Job #23467-5 

This is a full-time (37.5 hrs/wk.) position.

11/21/23

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