Member Experience Liaison

Member Experience Liaison, Member Experience and MMFCU

Full-Time, In-Office

Springfield, MA

The Opportunity

As a Member Experience Liaison of MassMutual Federal Credit Union (MMFCU), you play a foundational role in delivering the credit union’s commitment to white-glove, concierge-level service. This entry-level position is designed for someone who takes pride in creating a welcoming, personalized experience and ensuring members feel known, supported, and valued at every interaction. You will serve as the first point of connection for members visiting the branch, support proactive outreach to new members, and help ensure that member feedback is acknowledged and acted upon in a timely and thoughtful manner. Your work directly supports MMFCU’s strategic priority of delivering a consistent “white glove” member experience.

The Team

You will be part of the branch operations team and work closely with frontline staff, branch leadership, and internal partners in marketing. This role collaborates across teams to ensure the voice of the member is heard and reflected in how the credit union serves its membership. You will report to branch leadership and contribute to a culture centered on service excellence, accountability, and continuous service improvement.

The Impact

As a Member Experience Liaison, your responsibilities will include but not be limited to the following:

• Serve as primary front-of-house presence, greeting members and setting the tone for a white-glove experience upon entry to the branch

• Ensure every member receives personalized attention and is connected to the appropriate staff or resources in a timely manner.

• Support smooth member flow within the branch by managing expectations, wait times, and transitions between team members.

• Provide concierge-level assistance for basic requests and questions while escalating more complex needs appropriately.

• Conduct proactive outreach to new members to welcome them to the credit union and support a positive onboarding experience.

• Provide general and specific service-related information to members both in person and over the phone, including details about their accounts and credit union policies.

• Help ensure new members understand how to access services and feel confident engaging with the credit union.

• Serve as a liaison to the data marketing team by tracking, coordinating, and following up on member feedback received through surveys, campaigns, and other marketing channels.

• Ensure member feedback is acknowledged and responded to in accordance with established service standards.

• Identify common themes or recurring feedback and share observations with branch leadership to support service improvements.

• Represent the credit union professionally and consistently, reinforcing trust, care, and attention to detail in every interaction.

• Maintain awareness of credit union policies, procedures, and compliance expectations while delivering high-touch service.

The Minimum Qualifications

• High school diploma or equivalent.

• 1+ years' in customer service, hospitality, retail, or a member-facing role.

The Ideal Qualifications

• Previous experience in a credit union or other financial institution environment.

• Experience in a concierge, front desk, or service-focused role.

• Strong sense of empathy and commitment to service excellence.

What to Expect as Part of MassMutual and the Team

• Regular meetings with the MMFCU Team

• Focused one-on-one meetings with your manager

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, 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

Salary range: $41, 527 – $49,852

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MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

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