Contact Center Member Service Specialist

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

Contact Center Member Service Specialists serve as the primary point of contact for members, providing high-quality member service across voice and messaging channels. The Contact Center Member Service Specialist is responsible for identifying opportunities that create value for members by improving financial outcomes, increasing convenience, saving time, fostering peace of mind, and expanding financial literacy.

Essential Functions:

• Engage current and prospective members in conversations about their banking and financial needs through inbound and outbound calls, secure messaging, email, and live chat.

• Assist members with financial transactions; digital banking and mobile app support; debit and credit card inquiries; loan payments; account research; general questions and concerns; product and service referrals; loan applications by phone; and online account and membership processing.

• Recommend appropriate financial solutions, including deposit and loan products, optional loan protection, and referrals to Wealth Management Advisors, Commercial Services, Mortgage Consultants, and Money Guides.

High school diploma required, along with 2-5 years of experience in customer service or sales, including assisting customers and recommending products and services. Candidates should demonstrate strong customer service and problem-solving abilities. Proficiency with computers is essential, including typing, MS Word, MS Excel, internet navigation, messaging, email, and use of mobile devices and tablets. Excellent written and verbal communication skills are required, along with strong interpersonal skills, attention to detail, and the ability to multitask.

Hours: Full-time, 37.5 hours/week, including rotating Saturdays.

Reports to: Remote Services Manager

Grade 08: Min $22.84 – Mid $28.55 – Max $34.26

Telecommute Status: On-Site

Come experience why we have been voted BEST Credit Union in the Valley for 20 straight years!!

This position includes a fully comprehensive benefits package, including: health, dental, life, vision, flexible spending and disability insurance; paid vacation, sick, and personal time; tuition reimbursement; profit sharing and generous 401(k) plan with company match.

UMassFive is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

UMassFive is a smoke-free facility.

UMassFive requires all current and prospective employees to disclose any personal or familial relationships with those currently employed by the Credit Union. These relationships are defined as: spouse, children, parents, in-laws, aunts, uncles, cousins, brothers and sisters, and their spouses or children. Additionally, any person who lives with a current Credit Union employee and/or shares an ownership interest in any residential real estate property.

This position is primarily performed in a professional office environment and may include a hybrid or remote work setting. The role requires the ability to perform essential job functions such as working at a computer for extended periods and moving within the office environment as needed. Job-related requirements may include frequent keyboarding and repetitive use of hands and fingers; the ability to communicate effectively through speaking and hearing; and the ability to operate standard office equipment. Occasional physical activities may include bending, squatting, reaching, as well as the ability to lift and/or move objects weighing up to 25 pounds.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.