Senior Member Service Specialist

Job Summary

This position will be responsible for success of the Contact Center service team by ensuring the quality of the member experience and service standards for MSC Service. In partnership with MSC Managers and staff, this position will focus on strengthening internal and external relationships, interaction quality, ongoing coaching, team alignment and coordination, and goal achievement.

Duties and Responsibilities

People:

* Continuously and proactively engage new hires to ensure adequate understanding of products, processes, systems, and procedures, while working within the lanes of role specific, benchmark guidelines

* Provide mentoring through side-by-side and silent monitoring

* Provide feedback and coaching opportunities to leadership

* Understand and promote a service culture to help staff achieve goals. Including creating and tracking contests and activities

* Provide universal chat assistance across all MSC teams

* Support manager in day-to-day team operations

Process:

* Mastery of department and individual performance matrices and software utilized to complete monthly scorecards and to run daily reports

* Focus on efficiency - suggest, test, and implement process and system improvements in areas such as member satisfaction, handle time, abandon rate, off-phone time, cross-selling, and product knowledge.

* Leverage leadership skills and positivity to maximize socialization of change

Title: Senior Member Service Specialist Date: March 2026

Reports to: Manager, Member Service Center Department: MSC

* Assist with special account opening process, such as Power of Attorney and Trust Accounts

* Promote and support interdepartmental relationships to ensure workflows, processes, and procedures are ideal for the business, staff, and members

Member:

* Ensure staff possess the knowledge and skillsets required to provide the exemplary service our members have come to expect

* Focus on one call resolution and maximizing the members' financial wellbeing

* Execute as the first line of escalation defense to ensure members' most concerning needs are met expeditiously, leveraging end to end expertise

* Provide call assistance to all phone queues when necessary to meet member expectations across all call types

* Consistently apply a member-first, strategic mindset toward improving products, processes, and procedures to benefit members. Setting the organization apart from others and promoting growth

I. Education and Experience Requirements:

* High school diploma or equivalent required; college degree preferred

* 2 years+ Financial Institution experience

II. Required Knowledge, Skills and Abilities:

* Advanced knowledge of credit union services and products

* Ability to handle personal and confidential information in a professional manner

* Strong ability to lead, motivate and inspire others to achieve and exceed expectations

* Ability to make sound financial and credit decisions

* Strong sales techniques used to enhance performance

* Strength in decision making and problem resolution skills

* Ability to communicate effectively in writing and orally

* Advanced system knowledge

* Capable of effectively resolving interpersonal conflict and miscommunications

* Capacity to multi-task and adapt to change with systems, processes, and procedures

III. Preferred Knowledge, Skills and Abilities:

* Previous Contact Center and Customer Service experience preferred

* Extensive CommunityAmerica experience preferred

* Prior lending experience preferred

IV. Physical Requirements:

* In this position, individual will be expected to lift up to 20 pounds from time to time. Also, must be able to stoop, bend, reach or stand for extended periods of time

VII. Working Conditions:

* This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes.