Membership Maintenance Team Member I, Marlborough, MA, Full-Time, Hybrid

About the role

Process work pertaining to Membership Maintenance job responsibilities and assist members and front-line staff with questions pertaining to those processes. Assist the Membership Maintenance team with achieving key performance goals and service level standards. Cross-train on a variety of Deposit Services processes to further support the overall goals of the department and DCU.

Responsibilities

• Actively contributes to DCU’s Success Sharing initiatives and practices
• Maintains a high level of professionalism and respect during interactions with both members and colleagues
• Maintains a working knowledge of and adheres to DCU policies and procedures related to the position, as well as all applicable regulations
• Performs work functions with attention to detail within established timeframes and follows through as needed to complete tasks
• Meets or exceeds performance goals, including but not limited to service level achievement, timeliness of tasks, quality of work, and service quality
• Provide phone coverage to assist the Information Center, Branches, various departments, and members
• Answer incoming calls to the Membership Maintenance hunt line
• Process daily work within the service level
• Answer member requests/emails
• Handle the following tasks:
  • Dormancy Flag Removal Report
  • Add/Remove Joint Owner
  • Limited Services
  • Address Changes
  • Reactivate Dormant Accounts
  • Name Change
  • Social Security Number Changes
  • Member Number Change
  • B Notices
  • Compromised Shares and Pins
  • Deceased Memberships
  • Power Of Attorney
• Basic knowledge and ability to assist other departments
• Establish and maintain an effective and positive working relationship with coworkers, supervisors, and members
• Complete training courses within established guidelines
• Adhere to DCU’s policies and procedures
• Lead by example and always conduct yourself in a professional manner
• Perform other job-related duties as assigned or requested
• Complies with regulatory compliance and assigned training requirements

Requirements

• Six months to one-year related experience, financial institutions preferred
• Prior customer service experience
• Basic PC skills

Benefits

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off:
  • Accrue up to 15 days in your first year
  • 40 hours of sick time annually
  • 3 personal days annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Pay

$20.50 - $22.60 / hour

Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)