Member Service Specialist - Travel Floater

About the role

Webster First Federal Credit Union is a financial institution established in 1928, serving over 90,000 members across Massachusetts. The credit union focuses on member service, not profit, and values strength, exceptional service, and New England authenticity.

Essential Duties and Responsibilities

• Aid with daily operating policies, procedures, and branch opening/closing, balancing drawers, voids, adjustments, and supporting coworkers.
• Assist members with account-related requests and services, including account openings, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries, ATM/debit card usage, applications, and updates.
• Provide service to members seeking assistance with business accounts, trusts, IRAs, and cross-selling credit union products and services.
• Project a positive and professional attitude, maintain a neat work area, address and escalate member complaints, and comply with member service standards and telephone etiquette.
• Answer member inquiries about interest rates, service charges, and account histories, and cross-sell products and services while adhering to disclosure requirements, regulations, and privacy policies.
• Research and resolve member issues, act as a liaison between departments, research electronic fund transfers, and initiate “Reg E” disputes when necessary.
• Support branch management with audits, promote BSA compliance, and adhere to security and privacy policies.
• Perform other job-related duties as assigned.

Qualifications/Requirements

• Ability to complete simple math transactions, read, analyze, and interpret written and oral instruction, and speak, read, and write English fluently.
• Excellent communication skills, pleasant demeanor, and ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to obtain and maintain Notary Public status.
• Valid, insurable driver's license and reliable transportation.
• Ability to sit or stand for extended periods, move about the office, lift/push/pull/carry items up to 20 pounds, and perform repetitive motions.

Education/Training Experience

• High school diploma or equivalent, required; college degree or certification preferred.
• Minimum of three years of experience in a customer service role, including handling cash transactions.
• One to three years of bank/credit union experience required.

Physical Demands & Work Environment

This role primarily takes place in a professional office environment involving sedentary work, using a computer, and engaging in phone/video conversations. Noise levels are generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Repetitive motion including wrist, hand, and finger movements are involved. Visual acuity is required for activities such as transcribing, viewing documents, and communicating verbally.

Pay Range

$25 - $27 per hour