Member Services Specialist II
$47,840–$55,266 year
HybridChelmsford, Massachusetts, United States or Rye, New York, United States
Job Summary
Conduct member transactions, balance inquiries, and loan applications while independently resolving moderately complex inquiries. Provide quality service via telephone or in person, cross-selling products during eligible interactions and serving as a resource for Level I staff. Document all member interactions, maintain account confidentiality, and identify areas for business process improvement. Meet operational performance goals including adherence to schedule and quality assurance scores while staying updated on Credit Union policies. Work full-time hours Monday through Saturday, with required monthly Saturday coverage, in a hybrid environment supporting multiple locations.
Required Qualifications
- High school diploma or equivalent
- Minimum of 2 years contact center experience
- Minimum of 1 year customer service experience
- Minimum of 1 year sales experience in a retail or financial environment
- Previous banking or credit union experience
- Experience in Microsoft Word and Excel
- Strong analytical, organizational, and communication skills
- Strong communication and active listening skills
- Ability to adapt to changing processes and technologies
- Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested
- Must be available for weekend shifts (Saturdays will be required, at least once a month)
- Must be able to lift 50 lbs
Desired Qualifications
- Minimum of 1 year sales experience in a retail or financial environment preferred
- Previous banking or credit union experience strongly preferred
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