Member Services Associate - Contact Center (Hybrid) at Direct Federal Credit Union – Needham, Massachusetts

Our Mission:
To deliver great rates that save our members money, provide easy access that saves them time, and offer remarkable service that preserves their peace of mind.

Our Vision:
To be the lifelong trusted partner of more and more members as they pursue their dreams.

Our Purpose in Member Services:
Every interaction should build stronger relationships, instill trust, empower financial decisions, and solve problems.

Who We’re Looking For

We’re seeking a Member Services Representative who is:

• Knowledgeable and resourceful – You understand our products and services and can clearly explain them to members.
• Service-oriented – You’re passionate about helping others and solving problems.
• Detail-focused – You maintain confidentiality and accuracy in every interaction.
• Adaptable and collaborative – You thrive in a fast-paced, team-based call center environment.

What You’ll Do

• Provide exceptional service by assisting members with inquiries and transactions.
• Understand and explain all products and services offered by Direct Federal.
• Identify and fulfill the financial needs of both new and existing members.
• Guide members through troubleshooting, navigating our website, and using our digital tools.
• Maintain strict confidentiality in accordance with company policies.
• Perform additional duties as assigned to support the team and our members.

What You Bring

• Previous experience in customer service, sales, or call center environments.
• Credit union or banking experience is a plus.
• Strong ability to prioritize, multitask, and manage time effectively.
• A positive, patient, and professional demeanor.
• Excellent written and verbal communication skills.

Work Environment

This is a hybrid position, requiring a combination of remote work and regular in-person presence at our branch.

What We Offer

• Competitive hourly wage: $20–$22 per hour, based on experience.
• Comprehensive benefits package including:
  • Medical, dental, and vision insurance
  • Life and disability insurance
  • 401(k) with match and a pension plan
  • Paid vacation, sick, and personal time
  • Credit monitoring service
  • Student loan paydown program
• Ongoing training through Direct University and a supportive, growth-focused culture.

Direct Federal Credit Union is an Equal Opportunity Employer (M/F/D/V).