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Member Experience Operations Specialist

3 months ago

New York, United States Municipal Credit Union Full time
Job DescriptionJob Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Overview:

The Member Experience & Operations Specialist is responsible for assessing the quality of all experiences within the Retail Channels Division. This role supports creating exceptional member experiences in all interactions as well as identifying opportunities to create efficiencies and streamline processes. The Service & Operations Specialist supports the Retail Channels’ management team in driving desired service experiences and operational excellence through evaluation of all member interactions, agent performance, and procedural adherence, making targeted recommendations for improvement and providing detailed feedback to leadership.

Responsibilities:

Specific duties include, but are not limited to, the following:

  • Meets and set performance goals and demonstrate skills-based behaviors
  • Evaluates assigned retail channels helping them to meet service experience, regulatory, compliance and operational performance objectives via proactive assessment and hands-on involvement in current practices.
  • Drives continuous service & operational improvement/innovation in a member centric culture.
  • Serves as SME and as focal point for communication to and from the retail channels included, but not limited to member experience, operational effectiveness, best practices, controls, compliance, risk management, transaction process, policies, and procedures.
  • Provide operational instruction, mentoring and oversight to branch associates, including designing and delivering operational training of our teammates
  • Participates in design, implementation, and training of call monitoring formats and quality standards.
  • Performs call monitoring (minimum of 6 calls per agent/month) and provides trend data to management teams.
  • Utilizes operational metrics and sound analytics to identify control weaknesses, trends and/or processing issues, designs and executes plans to address/mitigate
  • Schedules regular coaching session with agents to review call performance and provides on-the-spot coaching as needed.
  • Develops action plans with management and agents to improve performance.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Works to mitigate losses and/or material risk exposures including regulatory, reputational and operational risk.
  • Establishes a regular cadence to visit the branches to monitor for and address specific issues/concerns and complete required branch reviews including appropriate processes.
  • Maintains and foster relationships with key line of business partners throughout the organization.
  • Collaborates with peers and partners to enhance operational processes and the overall member experience.
  • Recommends and drives process improvements identified through call monitoring and overall trend reporting.
  • Participates in member listening programs to identify member needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates calibration sessions for retail channels management team.
  • Provides feedback to retail channels Assistant Managers and Managers on overall opportunities for agents.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Supports the cross-sales culture in the department; educating members on products and services that meet their needs
  • Participates in initiatives as assigned by the operations management team, serving as a change agent to ensure quality of execution.
  • Develops, implements and maintains strong operational policies and procedures for retail channels. Ensure all are up to date, available and distributed and trained in order to maintain a consistent member experience across the network.
  • Ensures the most efficient delivery of products and services from the front line to the members through enhanced systems, streamlining policies/procedures, etc.
  • Ensures proper cash levels at each location. Assist the retail management team with recommendations and guidance for cash orders to limit excess cash.
  • Conducts random audits of retail channel locations, including cash audits, vaults, logs, negotiable instruments, instant issue, etc. to ensure consistency and accuracy in retail operations. Report findings to the Retail Experience Manager.
  • Ensure all branch audits are conducted and recorded in accordance with state and federal guidelines as well as MCU’s policies and procedures. Assist branch management and leaders with formal audit responses when internal audits are conducted.
  • Identify questionable actions, operational inefficiencies, and problems within the branch network.
  • Build and maintain strong business partnerships with all back office personnel to work together to better improve member service while ensuring compliance with policies, rules and regulations.
  • Supports training initiatives across Retail Channels
  • Adheres to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
  • Assists in creating, implementing and maintaining an ongoing safe and sound branch operation across the entire branch network
  • Ensures consistency regarding compliance with all state and federal rules and regulations in all branch locations.
  • Communicates consistently with key leadership of Retail Channels.
  • Hosts operational meetings across the department.
  • 30% travel to the various retail branches.
  • Supports and maintains ATM operations including alert management, hardware installation, and overall uptime and performance.
  • Other duties as assigned.

Requirements:

Preferred Qualifications:

  • Bachelor's degree preferred, or equivalent work experience
  • Minimum of 3 years of bank operations experience
  • Minimum of 3 years in member or customer service
  • Minimum of 5 years in an analytical operational role in a financial institution
  • Supervisory experience
  • Experience creating reports and identifying areas of focus based on report data
  • Experience developing and creating control processes in operations or experience in developing and creating control processes in audit.
  • Call Center/Customer Service or similar or related experience along with Quality Assurance.
  • Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
  • Able to create a supportive and inclusive atmosphere within the department and team.
  • Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members.
  • Advanced ability to assist members and staff with technical support of our website, online banking, bill pay and mobile app on multiple types of devices.
  • Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help.

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:

Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.

Teamwork – You’ll work to achieve common goals as part of ONE TEAM.

Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.

We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.