General Administrative Specialist

Job Title : General Administrative Specialist

Job Duration : months on W

Job Location : Springfield MA

The primary responsibility of a Financial Federal Credit Union (MMFCU) Member Experience Assistant (MEA) is to

wOur Companyome members and potential members to our organization across several channels of communication. These

channels can include in person at our reception desk, on our teller line, over the phone, via email or in our chat

platform. MES’s are tasked with resolution of day-to-day questions presented by our membership that can include basic

account information, product questions, help with gaining accessibility to our services and other routine matters that

our members need assistance with. MEA’s must provide peace of mind and show empathy while delivering the

excellent member service at every opportunity. The MEA must always abide by the Credit Union’s policies and

procedures and protect member information with high sensitivity and ensure that calls are escalated appropriately and

with the proper sense of urgency to provide resolution to our members concerns and requests.

At MMFCU, we rely on our MEA’s to maintain a detailed knowledge of what each department and team member

handles on a regular basis so that they can route calls and member requests appropriately. Additionally, we count on

out MEA’s to uphold our values while providing excellent member service with a ready to serve and positive attitude

consistently. MEA’s are evaluated and cross trained in other service areas, including the teller line, to allow them to

grow in their position and have a significant impact on our success with delivering a memorable service experience.

Our Expectations

All MMFCU employees are expected to arrive for their shift on time daily with a positive outlook, professional

appearance and ready to serve our membership while supporting the Credit Union Vision.

Travel to other FCU or Financial Group locations or offsite locations for training or other

events may be required.

Attend annual compliance training and maintain a working knowledge of all policy, procedures and regulations that

impact their position, especially the Bank Secrecy Act.

Adhere to established policies, procedures, and regulations and remain updated on changes by reading email,

messaging, and attending meetings and trainings as scheduled.

MMFCU MEA’s must utilize the resources provided in product knowledge brochures, emails from leadership, the

MMFCU website and internal Product Knowledge Libraries to maintain a working knowledge of what MMFCU offers

its membership, key stakeholders, and subject matter experts in each area and how our departments work together

to provide an excellent experience across all channels. This internal expertise is critical to a MEA’s ability to

accurately answer questions, suggest products and services to meet member needs and connect staff with members

in a timely fashion providing solutions to everyday routine and complex issues that may arise within our business.

MEA’s engage our members and potential members in conversation to identify sales and service opportunities

based on current relationships and potential for new memberships in the existing member’s household.

• MEA’s must consistently educate and cross sell MMFCU products and services appropriately.
• MEA’s must educate visitors regarding MMFCU qualifications for membership, participate in wOur Companyoming and

onboarding new members and impact the growth of the Credit Union. This may be in the office or on campus

during events.

MEA’s are responsible for ensuring that issues are resolved and that members receive follow ups appropriately and

within determined turnaround times.

MEA’s function as a backup teller as needed and must adhere to all cash handling and negotiable instrument

procedures and policies in a teller capacity when working on the teller line.