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Member Experience Specialist

3 months ago

Baltimore, United States S3 Shared Services Full time
Job DescriptionJob Description

This is a remote position.

SUMMARY

This position will be responsible for reviewing quality of service and establishing and maintaining high levels of communication with our Credit Union Partners and our Credit Union Members. Develops strategies to strengthen our communications, collaboration, and enhancement of the experience for both our Partners and our Members. Will monitor, measure, and analyze activities that provide and deliver a seamless experience and look for opportunities to improve upon our overall delivery of service.

Provides support to the team by communicating with the Partners/Members regarding work status and resolution of issues. Will gather survey scores, compile data, and make recommendations for improvement.

The incumbent will work closely with the Director and department Managers within the business unit, along with Senior Management, Partner Liaisons, Stakeholders, Business Leads, third party vendors and other Partner contacts to improve and enhance the overall Partner and Member experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Participates in or leads Partner calls.
  • Manages service outcomes with the business partners.
  • Works closely with business partners to ensure all member complaints/issues are well investigated and resolved accurately and in a timely manner.
  • Collaborates across all levels, departments, and business units to ensure a seamless, integrated member experience.
  • Assists with the development and implementation of a member centric strategy that is aligned with S3’s Quality and Member Experience Initiative.
  • Ensures the inclusion of the member experience in project implementations.
  • Acts as the “voice” of the Member and Partner” in all processes.
  • Implements best practices, shares industry benchmarks and compelling data, and develops tools in order to continuously improve the Member and Partner relationship.
  • Drives accountability through data and metrics while driving the organization to work together for the optimum member experience delivery.
  • Improves service delivery and transforms the Member experience through process improvement initiatives.
  • Performs other work-related duties as assigned

QUALIFICATIONS

  • Minimum of 5 years’ experience with partner relations, member service, and/or Contact Center operations required
  • BS/BA in Finance, Business or Communication preferred
  • Proven track record in forming and maintaining strong partnerships and effective relationships
  • Excellent collaboration and influencing skills across all levels, both internally and externally
  • Must possess strong leadership skills
  • Excellent communication skills, both written and verbal, along with effective presentation skills across all levels
  • Must be a strategic and critical thinker and pragmatic problem solver

STANDARDS OF PERFORMANCE

  • Professional representation of S3 Shared Service Solutions, LLC.
  • Job knowledge/timely, accurate and efficient performance.
  • Adherence to S3’s policies and procedures.
  • Promotes and ensures the highest level of quality member Service is provided to all members.
  • Confidentiality of all records.
  • Timeliness of meeting regulatory guidelines.
  • Compliance of regulatory requirements.
  • Success in meeting individual, departmental, and corporate goals.

SUPERVISORY RESPONSIBILTIES

  • None

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Remote

BENEFITS

  • Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.