Customer Experience Specialist I

Promptly and professionally responds to member phone calls

Takes initiative to resolve member concerns during the initial contact when possible.

Collaborates with internal departments

Ensures a seamless hand-off and follow-up when escalation is necessary.

Opens and maintains all service-related accounts

Ensures documentation is accurate and compliant.

Proactively identifies member needs

Recommends relevant financial solutions, consistently meeting cross-sell goals through personalized service and a consultative approach.

Maintains working knowledge of Credit Union services

• Online banking
• Wire transfers
• Digital tools

Stays current with promotions and new offerings

Maintains a member first mindset.

Utilizes effective verbal communication and tone

Adapts style to each member interaction.

Maintains a friendly, courteous, and empathetic demeanor

Balances time between live interactions and offline tasks, meeting productivity and occupancy goals.

Maintains a member first mindset

Upholds core values and builds team member and customer relationships.

Completes all training as required

Supports peers through knowledge sharing and positive engagement.

Performs other duties as assigned