Join Our Team as a Member Support Specialist
Location: Lawrence, MA | Full-Time
Do you have a passion for helping others reach their financial goals? Want to turn your passion for helping people into a rewarding career at BrightBridge? As a Member Support Specialist, you are the voice of our organization-delivering prompt, personalized, and professional service to our members across multiple communication channels. In this fast-paced, member-focused environment, you'll provide expert support on a range of financial products and services, while identifying opportunities to deepen relationships and ensure each interaction reflects our commitment to service excellence. If you're a great communicator, enjoy helping others, and are excited about joining a thriving team, we want to hear from you!
Why You'll Love Working Here
- A collaborative team culture where your contributions matter
- Ongoing training and career development opportunities
- Competitive pay, benefits, and the chance to grow with a supportive organization
- The satisfaction of making a real difference in your community every day
What You'll Be Doing (Your Responsibilities)
- Handles a large volume of incoming calls, chats, and emails within a fast-paced environment in a courteous, professional, and efficient manner.
- Processes a wide variety of transactions for members including, but not limited to: withdrawals, transfers, loan payments, new accounts, e-services and certificates.
- Consistently cross-sells appropriate products and services to members, in order to deepen member relationships and meet sales expectations.
- Originates Consumer Loan and Home Equity applications and follows up with members to ensure loan funding occurs to the members' satisfaction.
- Functions as a Membership Officer, as assigned by the Board of Directors.
- Processes check by phone (SpeedChex) and credit card payments by phone (Virtual Merchant).
- Performs all the duties and functions for the ATM/Debit card issuance, including all new, reissues, and maintenance on the system.
- Provides members with information regarding all products and services. When necessary will direct calls to appropriate departments/employees.
- Successfully researches and resolves problems to the members' satisfaction.
- Perform risk analyses in order to prevent or minimize potential fraud losses by verifying purchases, member identity, and account transactions.
What We're Looking For (Your Qualifications)
- Minimum of high school diploma or equivalent is required.
- Minimum of two years experience in a sales and service environment required.
- Knowledge and experience with financial services and lending preferred.
- Strong interpersonal, written/verbal communication and organizational skills required.
- Strong technology skills. Experience in a windows environment including Outlook, Excel, and Word required.
- Outstanding telephone etiquette and a positive and professional attitude required.
- Flexibility of work hours and proven reliability/dependability required.
- Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).
Physical Demands, Equipment Used, and Work Environment
- Sitting at a desk for extended periods.
- Fine motor skills for continuous computer keyboarding and mouse use.
- High volume of phone and video calls requiring active listening and speaking.
- Regular attendance and office mobility required. Attendance at appropriate conferences, meetings, and other travel as needed are required.