Lead Member Service Specialist

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

Position Summary:

The Lead Member Service Specialist handles all essential duties of a Member Service Specialist (MSS) and serves as the primary point of contact for resolving escalated member situations, as well as addressing complex member and employee issues or inquiries. They assess when issues require escalation to the Branch Manager. Additionally, they monitor branch traffic and make adjustments to shift and lunch schedules to maintain high-quality member service.

Essential Functions:

• Engage members and prospective members in conversation about their banking and financial needs and recommend appropriate solutions, including referrals to Credit Union Financial Advisors, Mortgage Loan Officers and Commercial Services.

• Establish new members and share accounts. Look for other products/services that may be of value to the member. Perform TD requests including new purchases, renewals and surrenders.

• Provide first contact resolution by assisting members in resolving account and service issues. Approve fee refunds the members, when applicable.

• Act as the primary contact for members seeking consumer loans and credit cards. Originate and input loans into the Credit Union’s loan operating system while gathering required information and documentation.

• Accurately complete Monetary Instrument logs, Currency Transaction Reports (CTRs) and Unusual Activity Reports (UARs) as warranted by transaction activity and in accordance with BSA policy. Report all suspicious activity to the BSA officer.

• Process teller transactions including cash and check withdrawals, account-to-account transfers and share deposits. Process cashier’s check and money order purchases and VISA cash advances.

• Provide members with account and membership status including current balances, loan pay-off figures and other information as needed. Update member contact information, identification and other data as appropriate.

• In the absence of the Branch Manager, handle all aspects of Branch management including scheduling, problem escalation, and operational matters.

• Provide assistance to all Member Service Specialists during complex member transactions, troubleshoot errors and make exceptions on a case-by-case basis.

• Be the primary contact for training of new MSS’ in branch. Create and develop an in-branch training program that provides consistency, clarity and new ideas. Communicate new information and/or policy changes when applicable.

Reports to: East Longmeadow Branch Manager

Paygrade 09: Min: $25.53 – Mid: $31.92 – Max: $38.30

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 perspective 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 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 or specialized equipment for their specific role. Occasional physical activities may include bending, squatting, crawling, climbing, and reaching as well as the ability to lift and/or move objects weighing up to 50 pounds.

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