Job Information
Massachusetts Institute of Technology Member Experience Specialist II in Cambridge, Massachusetts
Member Experience Specialist II
Job Number: 24086
Functional Area: Credit Union
Department: Credit Union
School Area: Credit Union
Employment Type: Full-Time
Employment Category: Non-Exempt
Visa Sponsorship Available: No
Schedule: On-site
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Job Description
MEMBER EXPERIENCE SPECIALIST II, MIT Federal Credit Union (MITFCU), to act as the first point of member contact for branch, online, or Contact Center. Will offer member information, assistance, and solutions via email, telephone, or written correspondence. Responsibilities include developing knowledge and expertise of MITFCU’s interface technology, electronic delivery systems, and software; processing member transactions by electronic delivery systems; advising members about new account services; proactively cross-selling; implementing and complying with MITFCU policies/procedures; researching account information and resolving member inquiries; covering other branches/departments as necessary; ATM/debit card POS increases and PIN resets; participation in annual student drives and mini-membership drives; handling daily account maintenance and other services issues; keeping current on changes in technology, electronic, and alternative delivery methods; assessing member loan needs from start to finish; originating and processing consumer and home equity loans and Visa applications; opening IRA accounts and accepting annual contributions; serving as support for online questions, bill payment, and mobile banking; initiating wire transfers; assisting with new employee onboarding; and performing other duties as needed.
Job Requirements
REQUIRED: high school diploma or its equivalent; three years’ experience, preferably in financial services; ability to complete and pass all product and services certifications; strong interpersonal, member/customer service, analytical, and verbal and written communication skills; attention to detail; accurate typing skills; mathematical ability; strong working knowledge of PCs; familiarity with Microsoft software; comfort providing customer service in a virtual environment; and ability to build relationships/alliances across the organization and keep current on changes in technology and electronic and alternative delivery methods. PREFERRED: one year of experience with cash handling, credit card transactions, and balancing; and familiarity with office equipment. Job #24086-55/28/24