Member Experience Administrator

Key Responsibilities

• Oversee and coordinate daily Member Services workflow by prioritizing tasks, monitoring workload and queue coverage, and redistributing work as needed to ensure timely, accurate completion while anticipating high-volume periods, addressing bottlenecks, and aligning resources to maintain service levels.
• Serve as the primary escalation point for complex or sensitive member issues, elevating high-risk, out-of-policy, or personnel-related matters to the Member Services Director as appropriate.
• Resolve high-impact cases by applying sound judgment and consistent policy interpretation, while guiding MSRs on exception handling and complex transactions.
• Provide real-time coaching, feedback, and support to MSRs while modeling professional, clear, and empathetic communication in all member interactions to ensure consistent service delivery.
• Maintain expert knowledge of and ensure the consistent application of cooperative policies, tariffs, payment guidelines, and service procedures across all member interactions.
• Oversee key processes records such as inactive refunds, Auto Pay, ACH activity, estate packets, voided check register to ensure accuracy and timely completion.
• Lead the full process improvement lifecycle for the Member Services function by identifying workflow inefficiencies, service gaps, and recurring issues; translating frontline insights and service data into actionable improvements; and developing and maintaining standard work, SOPs, job aids, and decision-support tools.
• Lead AI-enabled and digital service initiatives for Member Services by supporting the implementation, testing, launch, and adoption of new tools and solutions.
• Establish guardrails for appropriate AI use and ensure seamless handoff to human support when needed.

Qualifications

• Bachelor’s degree in business, communications, marketing, information systems, or related field; or equivalent combination of experience, education and training which demonstrates the ability to perform the duties and responsibilities as described are required.
• Minimum of five (5) years of progressive customer service experience required. Electric utility or cooperative experience strongly preferred.