Full-Time
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Freedom Credit Union
Member-owned financial cooperative providing banking services
No salary listed
Agawam, MA, USA
In Person
 Finance & Banking (2) |
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- Five to ten years of similar or related experience, including time spent in preparatory positions.
- Typically requires 10+ years’ experience in Deposit/Loan Operations and Core System experience (COCC experience preferred) and 5 years’ experience with Card Systems required.
- Education/Certifications/Licenses: A college degree preferred but experience may substitute.
- Interpersonal Skills: A significant level of trust and diplomacy is required to be an effective subject matter expert in the position.
- In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience.
- Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
- Other Skills: Will be required to work outside of scheduled hours to respond to technology issues.
- Manages all aspects of the in-house credit card program and enterprise wide rewards program, including rate and reward recommendations, fraud oversight, collections oversight, compliance oversight and working with marketing on program collateral and promotion materials.
- Performs scheduled third party system upgrades.
- Performs routine system monitoring to ensure service standards are maintained.
- Adheres to IT policy standards for use, operations and data for all credit card systems and third party interfaces with the core operating system – Insight.
- Assists the company and staff personnel with credit card programs and systems.
- Responds to member and staff personnel request for technical assistance by phone and in person resulting in quality service for the member.
- Modifies software as needed and works with tech support vendors and IT staff on software installations.
- Diagnoses hardware, software, and operator problems, takes remedial actions and recommends changes for all credit card interface systems.
- Develops, recommends, and implements new card and reward features, enhancements and updates for member service delivery channels: website, home banking, mobile, card systems and telephone banking including future enhancements to member facing systems.
- Maintain system upgrade records for audit and compliance reviews.
- Works with Training Officer to train staff accordingly on the credit card program and rewards programs.
- Works with other departments to make sure procedures and documentation is accurate.
- Underwrites card applications that are outside the scope of the auto decisioning model, prepares reports for upper management on program profitability, risk profile, rewards program usage and member engagement.
- Special Projects may be required and other duties assigned.
- A college degree preferred but experience may substitute.
Freedom Credit Union is a member-owned, not-for-profit financial cooperative serving individuals and businesses in western Massachusetts. It offers personal banking products (checking, savings, money market, CDs), a range of loans (mortgages, home equity, auto, personal) and business banking services (business checking/savings, commercial real estate loans, and other financing). The credit union operates through branch locations and online/mobile banking. Unlike traditional for-profit banks, its earnings are returned to members as lower loan rates, higher savings rates, and fewer fees, reflecting its cooperative ownership structure. Its goal is to provide affordable, accessible financial services that meet the needs of its members while maintaining local control.
Company Size
N/A
Company Stage
N/A
Total Funding
N/A
Headquarters
Springfield, Massachusetts
Founded
1994
Simplify's Take
What believers are saying
- Leadership strengthened by 2025 promotions of Eric Garcia and Richard Merrifield Jr.
- Debbie DePaola's 2025 President's Award boosts West Springfield branch performance.
- Alzheimer's Association partnership enhances community engagement on October 26.
What critics are saying
- Digital Federal Credit Union captures 20% more digital users with superior apps.
- PeoplesBank poaches clients with 15% lower commercial real estate loan rates.
- Mortgage delinquencies exceed 5% from 4.8% western MA unemployment in 3-6 months.
What makes Freedom Credit Union unique
- Member-owned cooperative returns earnings via lower loan rates and higher savings.
- Comprehensive personal and business banking serves western Massachusetts exclusively.
- Personalized financial solutions emphasize member satisfaction over profits.
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Benefits
Health Insurance
401(k) Retirement Plan
Paid Vacation
Company News
Freedom Credit Union names Debbie DePaola West Springfield branch officer. SPRINGFIELD - Freedom Credit Union announced that Debbie DePaola has been appointed branch officer for its West Springfield location. DePaola joined Freedom in 2023 as an assistant branch manager, bringing more than a decade of experience in the banking industry. In her new role, she leads the daily operations of the branch with a focus on service, efficiency, and member satisfaction. She oversees branch performance, coaches and develops staff, ensures regulatory and compliance standards are consistently met, and supports business development and community relations efforts throughout the region. A graduate of the College of Central Florida with an associate degree in business administration, DePaola has been recognized for her dedication, leadership, and commitment to Freedom's mission. In 2025, she received the Freedom Credit Union President's Award. "I am excited to take on this new role at the West Springfield branch," she said. "My focus will be on delivering exceptional service to our members, supporting our team, and strengthening our connections within the community." Glenn Welch, president of Freedom Credit Union, added that "Debbie's leadership, experience, and dedication to our members make her the perfect fit for this role. We are confident she will continue to elevate the branch and provide outstanding service to the West Springfield community."
For September, Freedom is proud to partner with the Alzheimer's Association to raise awareness and funds through its participation in the local Walk to End Alzheimer's on Sunday, October 26 at Holyoke Community College.
Freedom Credit Union is pleased to announce that Richard Merrifield Jr. has joined its Ludlow branch as Branch Officer, where he leads a dedicated team focused on delivering exceptional service and personalized financial solutions for members.
After announcing the settlement, Tapia shared she and Advocates for Faith and Freedom launched a program called Teachers Don't Lie to provide support and legal help to teachers facing similar challenges.
Freedom Credit Union hires Lee Craig as new chief financial officer.