Senior Member Service Center Representative, Bilingual – English/Spanish

All One Credit Union

. Provide an exceptional member experience to existing and potential members through telephone, email, chat, message center, and social media .

Posted 10/9/2026full-timeLeominster • Massachusetts • United StatesSenior💰 $22 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong knowledge of Credit Union products and services while providing exceptional member experiences through effective communication and problem-solving. Capable of coaching and mentoring staff, ensuring operational excellence, and supporting digital banking solutions.

Highest-signal resume keywords

Credit Union Products KnowledgeMember Service ExcellenceCoaching and MentoringMicrosoft Office ProficiencyBilingual (English/Spanish)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan Application ProcessingTransaction ResolutionOffice Supply OrderingQC Log ReviewDigital Banking Support

Soft Skills

Effective CommunicationActive ListeningAttention to DetailTime ManagementAdaptability

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelOnline Banking PlatformsMobile Banking Applications

Certifications & Qualifications

Nationwide Mortgage Licensing System Registration

Industry Keywords

BSA ComplianceOFAC RegulationsConsumer LoansWealth ManagementFinancial Solutions

About the role

Key responsibilities & impact

Provide an exceptional member experience to existing and potential members through telephone, email, chat, message center, and social media
Lead by example and coach the team on operational excellence, member experience, needs-based conversations, and financial solutions
Perform Member Service Center operational duties, including loan log review, QC log review, office supply ordering, and QC call reviews
Respond to member inquiries and perform transactions or research to resolve issues involving deposit products, lending products, and account discrepancies
Coordinate and schedule member appointments with branches, digitally and in person
Act as the first escalation point for Member Service Center Representatives
Coach and mentor MSC staff, provide training and motivation, and support staff development
Support members and branch staff with consumer and business digital branch products and services, including troubleshooting, education, and training
Input consumer loan applications by telephone and guide members through online loan applications
Digitally close and fund consumer loans, obtain required documentation, and recommend appropriate loan insurance
Recommend solutions and refer members to product specialists for wealth management, IRAs, real estate, and commercial lending needs
Maintain strong knowledge of credit union products and services and promote available options
Support electronic banking products and services, including online/mobile banking, Bill Pay, P2P, mobile deposit, external transfer, and Visa online
Provide file maintenance and troubleshoot technical issues for members
Communicate procedure updates to the team
Administer supervisor overrides for restricted transactions within assigned limits
Increase knowledge through self-motivation, formal education, seminars, and in-house training
Provide support and training to new hires
Participate in assigned credit union projects or committees

Requirements

What you’ll need

High School diploma or equivalent
One to three years’ prior banking experience
Strong knowledge of Credit Union products and services
Ability to communicate effectively and build rapport, both orally and in writing, with members and employees
Excellent member service, active listening, and attention to detail skills
Strong time management, organizational, problem solving, and adaptability skills
Comfortable with technology
Working knowledge of Microsoft Outlook, Word and Excel
Ability to work a rotating schedule of Monday through Saturday
Must be registered with the Nationwide Mortgage Licensing System
Bilingual (English/Spanish) preferred, but not required
Ability to embody All One Credit Union’s core values
Compliance with All One Credit Union policies and procedures, including BSA and OFAC regulations

Benefits

Comp & perks

401K plan offering 100% of the first 5% 401K Match contribution
3% 401K Safe Harbor contribution
Comprehensive, affordable, and competitive benefits package
Work remotely up to 2 days per week after 3 months of hire in accordance with the Work From Home Guidelines