Member Experience Team Leader

Overview

MEMBER EXPERIENCE TEAM LEADER, Credit Union, will be a first point of member contact for branch staff, as well as a point of escalation for complex member/account-related issues; help diagnose complex member account-related issues and provide support to the Member Relations Representatives and Member Experience Specialists; provide member information, assistance, and solutions addressing the financial needs of members via email, phone, or written correspondence and train Member Relations Representatives and Specialists to do the same;

and lead efforts to teach and effectively cross-sell product offerings of the MIT Federal Credit Union. The full job description is available here.

• Serve as first point of member contact for branch staff and a point of escalation for complex member/account-related issues.
• Help diagnose complex member account-related issues and provide support to the Member Relations Representatives and Member Experience Specialists.
• Provide member information, assistance, and solutions addressing the financial needs of members via email, phone, or written correspondence.
• Train Member Relations Representatives and Specialists to do the same.
• Lead efforts to teach and effectively cross-sell product offerings of the MIT Federal Credit Union.

• REQUIRED
  :
  Five or more years of experience in the financial industry; member/customer service experience;
  High school diploma or equivalent; excellent communication skills, patience, and leadership skills to resolve complex member issues for members and those assigned to the team or branch.
• PREFERRED
  :
  Be well-versed in all Credit Union products and services and able to effectively train those on the team or in the branch.