Member Support Specialist (Lawrence, MA)

Your Role

Join Our Team as a Member Support Specialist
Location: Lawrence, MA | Full-Time

Responsibilities

• Handles a large volume of incoming calls, chats, and emails within a fast-paced environment in a courteous, professional, and efficient manner.
• Processes a wide variety of transactions for members including, but not limited to: withdrawals, transfers, loan payments, new accounts, e-services and certificates.
• Cross-sells appropriate products and services to members, in order to deepen member relationships and meet sales expectations.
• Origins Consumer Loan and Home Equity applications and follows up with members to ensure loan funding occurs to the members’ satisfaction.
• Functions as a Membership Officer, as assigned by the Board of Directors.
• Processes check by phone (SpeedChex) and credit card payments by phone (Virtual Merchant).
• Performs all the duties and functions for the ATM/Debit card issuance, including all new, reissues, and maintenance on the system. Provides members with information regarding all products and services.
• Successfully researches and resolves problems to the members’ satisfaction.
• Performs risk analyses in order to prevent or minimize potential fraud losses by verifying purchases, member identity, and account transactions.

Qualifications

• Minimum of high school diploma or equivalent is required.
• Minimum of two years experience in a sales and service environment required.
• Knowledge and experience with financial services and lending preferred.
• Strong interpersonal, written/verbal communication and organizational skills required.
• Strong technology skills. Experience in a windows environment including Outlook, Excel, and Word required.
• Outstanding telephone etiquette and a positive and professional attitude required.
• Flexibility of work hours and proven reliability/dependability required.
• Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).