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MIT Federal Credit Union Career Opportunities

Job Openings: Member Experience Service Representative

Announcement Number:Job Number: 20162
Announcement Date:October 14, 2021
Location of Position:MIT FCU Operations Center - 70 Westview St., Lexington, MA
Days:Monday - Friday
Hours:8 hours/day hybrid



The  Member  Experience  Service  Representative  is  responsible for  the  accurate  and efficient  processing of member maintenance  transactions,  including but  not  limited  to  address  changes,  adding  joint  owners  to existing memberships,  processing ATM  and Debit  Card  maintenance  as  required,  setting  travel  alerts, processing stop payments  (cashier  checks  and  personal  checks),  check  orders,  and processing  mail-in transactions  (deposits,  payments,  additional  maintenance  requests),  opening online-initiated member accounts,  including follow-up on incomplete  applications,  and providing backup for  VTM  tellers  as  needed.

Primary Duties and  Responsibilities

  • Responsible  for  knowledge and expertise  in utilizing member  interface  technology,  electronic  delivery systems  and  numerous  software  applications  used by  the Credit  Union.
  • Inputs  member  transactions  (share deposits,  share withdrawals,  payments)  for  members  by  electronic delivery  systems.
  • Inputs/completes  membership  applications  via  member  interface  technology.
  • Assists/advises  members  by  electronic  delivery  systems  with  new  account  services  (including additions or  changes  in  member  accounts).
  • Responds  to  member  inquiries  via electronic  delivery  system  to  identify  issues  and needs  and  propose solutions  in  a courteous,  timely  manner.
  • Projects  a  positive  and highly  professional  image  of  the Credit  Union by  providing  high quality  member service.
  • Keeps current  on  changes  in technology,  electronic  and alternative  delivery  methods.
  • Protects  the  confidentiality  of  all  financial  data  relating to  bank  operations  and its  members.
  • Processes  check  orders
  • Implements  and  complies  with  credit  union policy  and procedure
  • Researches  account  information to  resolve  member  inquiries
  • Provides  coverage  to other  member  service  branches/departments  as necessary
  • ATM/Debit  Card POS  increases  and  PIN  resets
  • Participates  in annual  Student  Drives  and  mini-Membership  Drives


  • Complete and  pass  all  product  and  services  certifications
  • Comply with all  policies  and procedures  of  MIT and MIT Federal  Credit  Union
  • Complete  required BSA/AML  training and demonstrate working knowledge of  BSA/AML  policies  and procedures  and implement  as  necessary  in  daily  activities.   
  • Partner  with  members  and utilize opportunities  to  present  to and/or  refer  current  and  potential  members to  the products  and  services  of  the Credit  Union  (cross  sell)
  • Occasional  overtime hours  maybe  required  during  peak  periods  or  in special  circumstances
  • Other  duties  needed  or  required   


  • High school  diploma or  equivalent  certificate  of  education required   
  • Minimum of  one  year  of  member/customer  service experience  required
  • Credit  union,  banking or  other  financial  industry  experience strongly  preferred   


  • Strong  communication and interpersonal  skills   
  • Excellent  member  (customer)  and  quality  service  skills
  • Detail  oriented   
  • Microsoft  Office
  • Strong  analytical skills
  • Accurate  typing  skills,  mathematical  ability
  • Good working knowledge of  PC’s  and  familiarity  with Microsoft  software
  • Familiarity  with office  equipment  preferred
  • Experience communicating via virtual  technology  (e.g.  Skype,  Face Time,  Video Conferencing)
  • Comfortable providing customer  service  in a virtual  environment 


  • Receives  direct  supervision from  the  Assistant  Contact  Center  Manager  and Contact  Center  Manager
  • May receive direction or  verbal  instruction  from  the  Senior  Vice President,  Member  Services


  • None 

Misc Comments:

Note: The duties, responsibilities, skills, and requirements contained in this job description are not exhaustive. They may be supplemented as necessary at any time.

How to Apply

To apply for a position with the credit union, please visit the MIT job search site and enter the "Job Number" in the Job ID field.

  • Click "Apply Now" and follow the instructions provided.

All applications must go through the MIT HR system. 

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