Member Experience Liaison

Member Experience Liaison 3.7 3.7 out of 5 stars Springfield, MA $41,527

• $49,852 a year
• Full-time MassMutual 1,514 reviews $41,527
• $49,852 a year
• Full-time Overview To meet our customers' needs, our customer service team leverages process improvements, data, and technology solutions.

We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most. In our customer service roles, you'll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you're done with work, you're truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you'll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being. Job Description Member Experience Liaison, Member Experience and MMFCU Full-Time, In-Office Springfield, MA The Opportunity As a Member Experience Liaison of MassMutual Federal Credit Union (MMFCU), you play a foundational role in delivering the credit union's commitment to white-glove, concierge-level service. This entry-level position is designed for someone who takes pride in creating a welcoming, personalized experience and ensuring members feel known, supported, and valued at every interaction. You will serve as the first point of connection for members visiting the branch, support proactive outreach to new members, and help ensure that member feedback is acknowledged and acted upon in a timely and thoughtful manner. Your work directly supports MMFCU's strategic priority of delivering a consistent "white glove" member experience. The Team You will be part of the branch operations team and work closely with frontline staff, branch leadership, and internal partners in marketing. This role collaborates across teams to ensure the voice of the member is heard and reflected in how the credit union serves its membership. You will report to branch leadership and contribute to a culture centered on service excellence, accountability, and continuous service improvement. The Impact As a Member Experience Liaison, your responsibilities will include but not be limited to the following: Serve as primary front-of-house presence, greeting members and setting the tone for a white-glove experience upon entry to the branch Ensure every member receives personalized attention and is connected to the appropriate staff or resources in a timely manner. Support smooth member flow within the branch by managing expectations, wait times, and transitions between team members. Provide concierge-level assistance for basic requests and questions while escalating more complex needs appropriately. Conduct proactive outreach to new members to welcome them to the credit union and support a positive onboarding experience. Provide general and specific service-related information to members both in person and over the phone, including details about their accounts and credit union policies. Help ensure new members understand how to access services and feel confident engaging with the credit union. Serve as a liaison to the data marketing team by tracking, coordinating, and following up on member feedback received through surveys, campaigns, and other marketing channels. Ensure member feedback is acknowledged and responded to in accordance with established service standards. Identify common themes or recurring feedback and share observations with branch leadership to support service improvements. Represent the credit union professionally and consistently, reinforcing trust, care, and attention to detail in every interaction. Maintain awareness of credit union policies, procedures, and compliance expectations while delivering high-touch service. The Minimum Qualifications High school diploma or equivalent. 1+ years' in customer service, hospitality, retail, or a member-facing role. Successful completion of a credit check The Ideal Qualifications Previous experience in a credit union or other financial institution environment. Experience in a concierge, front desk, or service-focused role. Strong sense of empathy and commitment to service excellence. What to Expect as Part of MassMutual and the Team Regular meetings with the MMFCU Team Focused one-on-one meetings with your manager Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups Access to learning content on Degreed and other informational platforms Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits Employment is contingent upon successfully passing a credit check and background check.

Salary range:

$41, 527

• $49,852 #LI-BC1 MassMutual is an equal employment opportunity employer.

We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

California residents:

For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page. MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Award-Winning Culture MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It's more than our company structure — it's our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts. We strive to build a thriving community where everyone is valued, included, and feels that they belong. At MassMutual, we Live Mutual. How We Work MassMutual's flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year. Benefits for the whole you (and your loved ones) There's more to your life than your job and there's more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you'd expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave. Explore some of our offerings below. Paid Time Off In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to care for yourself or someone you love—whether for physical illness or mental health. Health & Well-Being In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being. Financial Well-Being In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution. Taking Care MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines 'loved one'). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need. Giving Back MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually. Commuter Benefits MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.