Mutual Opportunities
Member Experience Specialist, MassMutual Federal Credit Union
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
Finance and Accounting is at MassMutual’s core, and our team is ushering in an era of growth. We are looking for bold ideas, creative solutions, and comfort embracing change. We strive to build a diverse team and leverage different points of view to optimize processes and build strong relationships.
Our team is motivated by challenging work that delivers substantial impact in a culture of accountability and collaboration. We treat policyowners and customers fairly and prioritize financial stability. Being part of a mutual company means that our teams can think long-term, and employees can dive deep into the complex structure of products and the organization.
Our finance teams are experts in their field and thrive in fast-paced environments. They balance the needs of the business and invest in the long term, while always putting the customer first. They align their work with our live mutual philosophy and strive to always make the right choice for our policyowners. We are building a team that truly embodies ‘together we move forward.’
“Our finance team brings an incredible suite of skills to the table and they are applying that expertise to company-wide analysis and strategy. Right now, we have a lot of opportunities where people can make a difference. We’re looking for people who can help write our next chapter.“
Job Description
Member Experience Specialist
MassMutual Federal Credit Union
Full-Time Onsite
Springfield, MA
The Opportunity
As a Member Experience Specialist (MES) of MassMutual Federal Credit Union (MMFCU), you will be a valued member of a supportive, diverse, and skilled team. All MMFCU team members are committed to delivering a consistent and memorable experience to our members and potential members. You will be responsible for providing members with excellent service, showing empathy and displaying a positive and ready to serve attitude when answering questions or solving member concerns. The ideal candidate will be collaborative and supportive, thriving in a fast-paced work environment. Strong interpersonal skills and a passion for continuous learning and growth are essential.
The Team
This team is made up of a Director of Retail Operations, a Branch Manager, four Member Experience Specialists and two Member Experience Assistants. Reporting directly to the Branch Manager, the team is expected to work cross-functionally and collaboratively with other business units within the organization.
The Impact
Build and maintain positive relationships with members, understanding their financial needs and providing tailored solutions.
Educate members about credit union products and services.
Respond promptly to member inquiries via phone, email, and in-person interactions.
Resolve member issues and concerns efficiently, escalating complex matters to appropriate departments when necessary.
Maintain a thorough knowledge of credit union policies, procedures, and regulations to ensure accurate and compliant service delivery.
Provide assistance with online banking and mobile app usage, guiding members through digital platforms and troubleshooting issues.
Identify and report any suspicious or fraudulent activities to the appropriate parties.
Possess the ability to build strong relationships and act as part of a team.
Exercises a high degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Identify opportunities to cross-sell and upsell credit union products and services to members.
Refer members to specialized departments for products such as loans, mortgages, and investment services.
Maintain organized and accurate member records and documentation.
Assist with administrative tasks such as data entry, filing, and report generation.
Participate in team meetings and training sessions to stay updated on products, services, and industry trends.
The Minimum Qualifications
High school diploma or equivalent
2+ years of experience in a financial institution
The Ideal Qualifications
Knowledge of the products and services of the credit union, and the rules and regulations governing the teller operations.
Proficiency in the teller software and equipment, and the basic computer applications, such as Microsoft Office.
Excellent customer service, communication, and interpersonal skills.
Ability to work in a fast-paced and team-oriented environment.
Ability to perform basic math and accounting functions.
Attention to detail, accuracy, and organization.
Leadership, coaching, and problem-solving skills.
Familiarity with credit union system terminology and acronyms.
What to Expect as Part of the Team
Regular collaboration with the retail and member experience team
Focused one-on-one time with your manager
Access to mentorship opportunities
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, 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
Employment is contingent upon successfully passing a credit check.
#LI-FT1
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $37,500.00-$47,200.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure—it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to embrace diversity in every sense, focusing on building a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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