Member Experience Specialist III

Essential Functions And Basic Duties

• Absorbs responsibility for the effective and timely performance of assisting members.
• Digital expert and advocate, always focused on educating members on how they can utilize these services and channels at their own convenience.
• Interviews members to obtain information and explain available financial products and services including electronic delivery systems; educates members on follow-up communication including onboarding journey emails from marketing and ongoing Retail engagement to ensure the highest standards of member service.
• Evaluates credit bureau reports to determine which products are most beneficial for the individual member including uncovering lending needs, submitting loan applications, and cross-selling backend lending products to protect members.
• Assists members with service requests while educating members on best possible solutions and future options to provide them with the most efficient member experience.
• Accessible to be utilized as a Call Center Representative, as necessary.
• Exhibits competency and deliberate action in providing service to members and guiding them through financial transactions, ensuring accuracy;
• Assumes responsibility for establishing and maintaining professional business relations within the organization, with members, and in the community.
• Maintains ownership of delivering a consistent exceptional member service experience to visitors and members alike. Encourages member usage of online reviews to validate service delivery standards.
• Consistently conducts follow-up as part of Onboarding expectations for new members.
• Reinforces greatest member satisfaction and a lifetime relationship between Neighborhood Credit Union and the member.
• Actively engaged in supporting on-site SEG visits, community events and maintaining a fully committed relationship to the Business Development and Community Relationship team to stimulate branch business and relationships.
• Safeguards both internal and external requests and questions are promptly resolved.
• Ensures Neighborhood Credit Union’s quality reputation is maintained and projected.
• Assumes responsibility for establishing and maintaining effective coaching, communication, and decision-making in the branch atmosphere.
• Leads with integrity in coaching and mentoring frontline staff to actively display the culture of Neighborhood Credit Union in achieving production goals.
• Holds self and others accountable to individual sales goals, branch production and impact to organizational success.

Relationship Building

• Relationship building expert, consistently conducting follow-up as part of Onboarding expectations for new members.
• Encourages member usage of online reviews to validate service delivery standards.

Branch Administration

• Ability to analyze branch production and offer suggestions to increase this production and monitor successes and areas for improvement.
• Proficient in vault operations including ordering of cash, monitoring of recycler cash flow and balancing.
• Follows all policies and procedures regulated by the credit union, including guidelines for preventing fraud and robbery, as well as governmental policies and procedures.