Member Experience Representative

4 weeks ago

Ashland, United States Ashland Credit Union Full time

At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey...Own it

About Us:

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary:

ACU has an exciting opportunity for a Member Experience Representative to join our Member Experience Department in Ashland, KY.

The primary purpose of this position is to assist Ashland Credit Union (ACU) in living out its mission of "embolden our members to reach higher, achieve more, and take control of their financial future." A key component to this is providing outstanding service to both internal and external members.

This position will understand and execute on ACU's strategic mission through the delivery of excellent member service, adhering to policy and procedure, and engaging members in brief conversations to enhance their financial wellness experience.

Job Responsibilities:

Utilize active listening skills to understand member needs as they relate to service-related transactions. Assisting members with transaction needs through the Interactive Teller Machine from a central location.

  • Create a great member experience and solidify ACU loyalty by effectively responding to member needs with both service and sales channels. This includes being proactive with members and offering solutions to members as they related to their relationship with ACU.
  • Manage risk scenarios by utilizing sound judgement, high ethics, and prudence built upon an extensive knowledge of ACU policies and procedures.
  • Be a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
  • Actively participate in all required compliance and behavioral skill training that equip one for excellent job performance
  • Utilize available resources such as outbound calls, financial wellness conversations, targeted outreach campaigns and center of influence activities to capitalize on each member interaction.
  • Other duties as requested by Supervisor or Member Experience Leadership

Qualifications:

High School Diploma or Equivalent

Retail Customer Service Experience Preferred

Excellent verbal communication skills

Problem solving skills

Ability to work Monday-Thursday 8am to 5pm - Friday 8am to 6pm

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.

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