Senior Member Service Center Rep Job Leominster area,Massachusetts USA,Customer Service/HelpDesk

The Senior Member Service Center Representative is responsible for providing an exceptional member experience to existing and potential members through a variety of communication channels such as telephone, email, chat, the message center and social media.

They lead by example and coach the team on operational excellence, member experience, needs‑based conversations, and offering financial solutions to meet our members' needs.

Responsibilities

Consistently executes the behaviors aligned with All One's values and member service standards to deliver an exceptional member experience via telephone, online chat, email, message center, and social media.

Performs all MSC operational duties, including but not limited to loan log review, QC log review, ordering of office supplies, and QC call reviews to ensure call integrity, accuracy of information, and member privacy.

Responds to inquiries from members and performs necessary transactions and/or research to resolve issues such as deposit products, lending products, and account discrepancies.

Works with branches to coordinate and schedule member appointments, both digitally and in person when needed, for a seamless member experience.

Acts as the first escalation point for all Member Service Center Representatives for all department and member situations.

Works alongside the management team to coach and mentor MSC staff to achieve goals, develop their abilities and potential, and provide ongoing training and motivation to the team.

Provides support to credit union members and branch staff with consumer and business digital branch products, services or programs, including troubleshooting, educating/training, and member service.

Inputs consumer loan application requests (e.g., auto, personal, overdraft) over the telephone and guides members through the online loan application process.

Digitally closes, funds and obtains all required documentation for consumer loans and recommends appropriate loan insurance to members.

Recommends appropriate solutions to meet member needs and consults with and/or makes referrals to product specialists (wealth management, IRAs, real estate, commercial lending, etc.) as needed.

Maintains a strong knowledge of all credit union products and services to promote opportunities and introduce members to all available options.

Provides daily support for all electronic banking products and services, including online/mobile banking, bill pay, P2P, mobile deposit, external transfer, and Visa online.

Provides support, file maintenance, and troubleshooting for technical issues faced by members.

Supports management by communicating procedural updates to the team when processes and/or procedures change.

Administers supervisor overrides for restricted transactions within assigned limits, approving and taking responsibility for the transactions.

Continuously increases knowledge and skills through self‑motivation, formal education, seminars, and in‑house training.

Adheres to All One Credit Union policies and procedures and is responsible for compliance with regulations such as BSA, OFAC, and others as required.

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