Member Experience Channels Rep

• Work Arrangement:** Hybrid 8:30a-5p Mon-Friday, depending on weeks in

month 1 or 2 Saturdays required **Sign on bonus:** $1,500.00 sign on

bonus available for full-time employment. Eligibility for the bonus is

$500 after successful completion of onboarding/training to be paid with

two months of service, and $1,000 after 6 months of continued full-time

satisfactory service. We are guided by our IDEA principles - Inclusion,

Diversity, Equity, and Accessibility - to support a workforce that

reflects our community. Our principles support Greylock's mission and

our goals of building a diverse workforce - reflecting multiple

identities - and supporting the diverse communities we serve. We strive

to ensure that the spaces in which we work and community members we

engage are inclusive, while also upholding our cultural standards of

psychological safety, respect, and collaboration in every interaction.

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. **Essential Functions &

Responsibilities: 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. The

above is a description of the ordinary duties of the position. It should

be expected that from time to time other duties, both related and

unrelated to the above, may be assigned and, therefore, required.

• Performance Measurements:** - Member interactions are resolved

accurately, efficiently, and with a high standard of professionalism. -

Sales referrals and product knowledge result in improved member

engagement and product penetration. - Compliance with all departmental

procedures and regulatory requirements is maintained. - Digital and

online service issues are resolved in a timely and helpful manner. -

Individual contribution supports overall Member Experience Channels

quality, service level, and team performance goals. - Upholds

Greylock's cultural standards by fostering respect, inclusion,

psychological safety, and collaboration in all interactions. **Knowledge

and Skills:** - Experience: 1-2 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.