Job Description

Schedule

Monday - Friday 8-5 (40 hours)

What You’ll Do

The role provides advanced, customer‑focused support across products, services, and delivery channels, ensuring timely and effective resolution of complex inquiries and issues. This role operates with a high degree of independence, applying deep functional knowledge, sound judgment, and collaborative problem‑solving to improve service outcomes, processes, and customer experiences.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver consistent, high‑quality support by resolving complex or escalated customer inquiries related to products, services, or processes across multiple channels.
• Apply comprehensive knowledge of offerings, policies, and service models to interpret customer needs and determine appropriate solutions in both standard and non‑standard situations.
• Evaluate issues that span multiple functions or systems, balancing competing priorities to achieve effective and sustainable resolutions.
• Adapt policies, procedures, and established practices to address new or nuanced scenarios while maintaining alignment with organizational intent.
• Identify opportunities to improve service delivery, workflows, or customer experiences and contribute recommendations or enhancements.
• Take ownership of assigned deliverables, small initiatives, or service improvements, managing scope, risks, and timelines within defined parameters.
• Collaborate with peers, partners, and stakeholders to analyze root causes, share insights, and contribute to collective problem‑solving efforts.
• Monitor service trends or recurring issues and escalate insights that may inform process refinement or product improvements.
• Provide guidance, knowledge sharing, or informal coaching to peers, and review work outputs as appropriate to support team effectiveness.

Typical Scope:

• Applies best practices and knowledge of internal/external business challenges to improve products, processes or services. Is accountable for small projects or programs with manageable risks and resource requirements. Resolves difficult and complex problems using judgment and analysis; contributes to problem solving in collaborative settings. Interprets policies and adapts them to new situations.
• Demonstrates judgment in selecting methods to solve problems that have cross-functional impacts or require balancing competing priorities. Applies advanced knowledge of job area with experienced understanding of functional area.
• Typically receives little instruction on daily work. Works independently within defined specialties; adapts methods and procedures for routine work with minimal oversight. Accountable for deliverables. May mentor others and coach or review their work.

What You’ll Need

Education & Experience:

• Required Education: Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• Required Experience: 4 - 6 years of relevant experience

Qualifications & Skills:

• Advanced understanding of service delivery principles, customer support practices, and functional processes relevant to the role.
• Demonstrated ability to independently resolve difficult or ambiguous issues using analysis, judgment, and experience.
• Strong communication skills, with the ability to explain information clearly and adapt messaging for diverse audiences.
• Proven capability to manage work with minimal day‑to‑day direction while remaining accountable for outcomes.
• Experience collaborating across teams or functions to address shared challenges or improve service results.
• Ability to interpret guidelines and apply them thoughtfully in evolving or unfamiliar situations.

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.

Expected Pay Range

$83,000 - $99,500 / year