What are the responsibilities and job description for the Member Experience Team Leader position at MIT Federal Credit Union?
Position Summary
The Member Experience Team Leader position is a first point of member contact for branch staff, as well as a point of escalation for complex member/account-related issues. In this position, the candidate will help diagnose complex member account-related issues and provide support to the Member Relations Representatives and Member Experience Specialists. The Member Experience Team Leader will provide member information, assistance, and solutions addressing the financial needs of members via email, phone, or written correspondence and train Member Relations Representatives and Specialists to do the same. This role also requires excellent communication skills, patience, and leadership skills to resolve complex member issues for members and those assigned to the team or branch. The ideal candidate must be extremely well-versed in all Credit Union products and services and be able to effectively train those on the team or in the branch. In addition, this role will lead efforts to teach and effectively cross-sell product offerings of the MIT Federal Credit Union.
Job Requirements:
Required: Five (5) or more years’ experience in the financial industry. Member/customer service experience required. High school diploma required.
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