Member Services Manager jobs in Massachusetts

Job Overview:

We are guided by our IDEA principles – Inclusion, Diversity, Equity, and Accessibility – to support a workforce that reflects our community. Our principles support our 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.

Under the general supervision of the Loan Services Supervisor, performs a variety of Consumer Loan processing, servicing and member service functions in the support of the Loan Services department in conformance with established Credit Union policies, strategies and procedures.

Key Job Requirements:

1. Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures.

2. Assists in staff training and ensures compliance with established policies and procedures.

3. Is accountable for performing key job requirements of a Consumer Loan Services Representative I. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures.

4. Processes dealer loan contracts, member skip-a-payments and loan payoffs. Releases vehicle liens, marks titles received and files them. Mails out paid loans and responds to department emails and phone calls. Scans various loan and membership documents into the Core and LOS. Monitors all rates, conditions and disclosures.

5. Reviews, updates and verifies information. Initiates requests for missing or incomplete information. Performs follow-up, including but not limited to contact with members and automobile and recreational vehicle dealers, file maintenance, and ensuring the Credit Union’s security interest in collateral is served.

6. Responds to member inquiries orally and in writing. Quotes rates, products, and other related information. Researches and resolves issues within scope of authority and expertise. Works with department supervisor to ensure timely and accurate consumer loan practices.

7. Calculates, notes system, and releases payoff information to appropriate parties. Balances monthly general ledger accounts.

Related Responsibilities:

8. Promotes the Credit Union wherever and whenever possible. Encouraged to actively represent the Credit Union in local civic, community and professional organizations.

9. Must be flexible with regard to overtime and Saturday hours.

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.

Position Requirements:

· High school diploma or its equivalent.

· Two plus years loan servicing experience a plus.

· Must be analytical, detail-oriented, organized, motivated, and flexible.

· Demonstrated customer service and written communication skills.

· Ability to use various types of office software, spread sheet applications and PC proficient in Microsoft Office Suite.

Supervisory Scope: None

The salary range for this role is (min) 37,471 to (mid)46,834. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Job Type: Full-time

Pay: $37,471.00 - $46,834.00 per year

Benefits:

• 401(k)
• Employee assistance program
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Experience:

• Fair Housing regulations: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Ability to Commute:

• Pittsfield, MA 01201 (Required)

Ability to Relocate:

• Pittsfield, MA 01201: Relocate before starting work (Required)

Work Location: Hybrid remote in Pittsfield, MA 01201