Member Experience Officer

About the role

We are currently seeking a highly motivated individual with strong service, operational, sales, and interpersonal skills to join our dynamic team as a Member Experience Officer. The Member Experience Officer provides a variety of sales and service functions, including offering information on all Credit Union services and effectively cross-selling products and services that meet members' specific needs. In the absence of the Assistant Manager (where applicable) and Branch Manager, the Member Experience Officer manages the day-to-day operations of the branch.

The Member Experience Officer supports the Credit Union's membership and asset growth goals by participating in sales campaigns and community outreach events as determined by the Branch Manager. The ideal candidate will ensure members have a positive and seamless experience by actively listening to their needs, addressing concerns, and advocating for their best interests. This role involves interacting with members to understand their needs, resolve concerns, and enhance their overall experience with the Credit Union.

Must have flexibility to work extended hours, at other branch locations, and support the Contact Center with call volume. Work hours may include weekends and evenings.

Responsibilities

• Provide information on all Credit Union services and cross-sell products and services to meet members' needs.
• Manage day-to-day branch operations in the absence of the Assistant Manager and Branch Manager.
• Support membership and asset growth goals through sales campaigns and community outreach events.
• Ensure a positive and seamless member experience by actively listening, addressing concerns, and advocating for members.
• Interact with members to understand their needs and enhance their overall experience with the Credit Union.
• Serve as a sales and service role model, fostering a sales culture in a fast-paced branch environment.

Requirements

• High school diploma or equivalent GED; Associate degree preferred.
• Minimum three (3) years of financial institution experience.
• One (1) year of supervisory experience preferred.
• Experience selling and cross-selling products or services in a financial institution.
• One (1) year of experience in outside sales and/or business development preferred.
• Ability to perform intermediate mathematical calculations.
• Excellent verbal and written communication skills.
• Must complete the process to become a notary within 6 months of employment.
• Ability to function in a financial institution branch environment and utilize standard office equipment (e.g., PC, 10-key calculator, fax, copier, telephone).
• Flexibility to work extended hours, at other branch locations, and support the Contact Center with call volume, including weekends and evenings.

About Us

Educational Systems FCU has proudly served the education community for over 70 years. With over $1.4 billion in assets and 95,000 members, we are a fast-growing credit union with a clear identity, mission, and vision. Our core purpose is serving the education community, and we uphold values of trustworthiness, excellence, collaboration, empowerment, and caring. Our vision is to make financial wellness and stability accessible for all the communities we serve. Our success stems from our team's commitment to making a difference each day, helping members of the education community achieve their financial goals and dreams.