Member Experience Channels Representative

Member Experience Channels Representative

The Member Experience Channels Representative serves as the first point of contact for member inquiries through phone, chat, and secure messaging. This role supports a wide range of transactions, troubleshooting needs, and e-commerce solutions, while also identifying opportunities to educate members about Credit Union products and services. It ensures responsive, compliant, and quality service in support of Greylock's member experience goals.

60% - Respond to member inquiries via phone, chat, and secure messaging. Research and resolve issues related to loans, deposits, online banking, and other account servicing needs. Perform account maintenance and processing requests, including stop payments, debit card support, and file updates in accordance with regulatory and security standards.

15% - Educate members on Credit Union products and services. Identify member needs and cross-sell or refer them to appropriate departments to support financial wellness and product utilization.

10% - Support digital banking services. Provide technical guidance on online banking, bill pay, and mobile features.

10% - Maintain up-to-date knowledge of all Credit Union products, policies, and compliance requirements. Implement procedural updates as required.

5% - Participate in periodic sales and service campaigns by meeting defined goals and contributing to outbound and promotional efforts.

Performance Measurements:

1. Member interactions are resolved accurately, efficiently, and with a high standard of professionalism.
2. Sales referrals and product knowledge result in improved member engagement and product penetration.
3. Compliance with all departmental procedures and regulatory requirements is maintained.
4. Digital and online service issues are resolved in a timely and helpful manner.
5. Individual contribution supports overall Member Experience Channels quality, service level, and team performance goals.
6. Upholds Greylock's cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

Experience: 12 years in a member service, operations, or loan processing role preferred.

Education: High school diploma or equivalent required.

Interpersonal Skills: Strong communication skills, problem-solving ability, and a member-first mindset. Able to handle difficult situations with professionalism and empathy.

Technical/Other Skills: Proficient in Microsoft Office Suite, including Word, Outlook, and Excel. Comfortable using core banking systems and digital tools.

Key Competencies:

Emotional Intelligence

Member Service

Communication

Additional Competencies: Sales & Influence

Collaboration

Organizational Skills

Physical Requirements:

Ability to sit or remain at a workstation for extended periods. Occasional light lifting (up to 15 pounds) may be required.

Work Environment:

Remote or in-office hybrid Contact Center environment. Fast-paced with high call volume and multitasking required.

Salary Range:

The salary range for this role is $20.67 to $26.06. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee's pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual's need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

Greylock Federal Credit Union