Senior Member Experience Officer
2 weeks ago
Arizona Central Credit Union Ranked Top 10 Credit Unions in AZ for 2024
"Ranking Arizona: Top 10 credit unions for 2024" AZBIGMEDIA
Arizona Central Credit Union offers a comprehensive benefits package, including medical, dental, vision, 401k with up to 6% match, an employee assistance program, and much more.
Role:This position will be responsible for executing on strategies to close the service gap and support our goal of an unparalleled service experience by identifying members’ issues and behavioral changes and resolving their issues resulting in increased member retention.
Summary of Responsibilities:
- Coordinate the creation of and monitor reports that detail changes in member behavior that would indicate they may be shifting their account relationship to another financial institution.
- Research member compliments/complaints including feedback on surveys.
- Communicate with members, both verbally and in writing, to resolve their individual issues focusing on aligning member expectations with credit union processes/procedures.
- Educate members on the credit union’s products/services ensuring they are utilizing the appropriate service to meet their individual needs.
- Identify and recommend changes to internal processes and procedures to support organizational objectives.
- Support the credit union in integrating sales, service and support.
- Service Recovery process and implementation. Maintain and distribute reporting to management.
Experience: Minimum 5 years of similar or related experience.
Education: High school education or equivalent.
- Must be extremely knowledgeable of all credit union products and services.
- Must possess strong sales and relationship development skills.
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