Member Experience Assistant - Springfield, United States - MassMutual

Description

Member Experience Assistant, Operations/Member Service

Mass Mutual Federal Credit Union, Springfield

(Full-Time, Non-Exempt)

The Opportunity

The role of Member Experience Assistant (MEA) is an important role within the Credit Union. In this role, the individual assists members and non-members with Credit Union needs. This includes greeting members and responding to questions and/or issues in person, written, telephone or e-mail. The MEA is also responsible for identifying cross-service opportunities and referring those members to the appropriate Credit Union representative.

The Team

The team consists of representatives that work with members and non-members to identify root causes of issues, answer phone and direct callers to the appropriate person by giving the staff member as much information possible about the member. Greets the members or others when they come in the credit union, determine their needs and direct them to the appropriate person. Receive and process member financial transactions, including deposits, withdrawals and loan payments and other transactions. To be successful on this team, you must have a strong attention to detail, be able to multi-task, thrive in a fast-paced work environment and have strong interpersonal skills.

The Impact:

• Greet members and non-members in person or by phone and direct them to the appropriate person
• Receives and processes member financial transactions, including deposits, withdrawals and loan payments and other transactions
• To meet or exceed operational and organizational objectives.
• To provide prompt, accurate, courteous, friendly, timely and professional Service Excellence to all members.
• To maintain a professional work environment and businesslike appearance.
• Participate in the CUNA Mutual Lender Development Program and achieve a minimum volume participation (dollars protected) rate of 25% across all products, for the 12 month performance period.
• To cross-sell appropriate Credit Union product and services, referring member to another Credit Union employee, if necessary.
• To follow established policy, procedures, and regulations, including the Bank Secrecy Act.
• Travel to other MassMutual Federal Credit Union, MassMutual Financial Group locations for training or various other events is required.

The Minimum Qualifications

• GED or High School Diploma
• Minimum 6 months to 1 year customer service experience

The Ideal Qualifications

• Ability to operate a computer in a data processing environment including various peripheral devices including printers, copiers and calculators etc.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Adherence to strict confidentiality about personal financial information of members and credit union is required.
• Experience in the Financial Services Industry, preferably in a Credit Union or Bank.
• Cash Management experience.

What to Expect as Part of MassMutual Federal Credit Union and the Team

• Regular meetings with the Member Service Team
• Focused one-on-one meetings with your manager
• Access to mentorship opportunities
• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, Veteran and disability-focused Business Resource Groups
• Access to learning content on Degreed and other informational platforms
• Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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