Member Experience

2 days ago

New York, United States Municipal Credit Union Full time
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 & ATM Operations Specialist is responsible for achieving maximum ATM availability for members by supporting, sourcing, and partner relationships for ATM first line maintenance support, second line maintenance support, network processing and cash replenishment vendors in line with organizational banking goals and objectives.

Responsibilities:

Specific duties include, but are not limited to, the following:
  • Pursues operational excellence, accountability, and reliability relating to ATM vendor management and service delivery that's demonstrated by responsiveness, collaboration, and a relentless commitment to ensure maximum uptime for credit union members
  • Management of ATM hardware as needed including hardware life cycle creation
  • Request and reviews professional services and billable work for accuracy prior to payment submission
  • Member-first approach when working with off-site ATM retail locations
  • Responsive level 1 support (as needed) for ATMs located in and around MCU Branch network
  • Coordination and scheduling of an effective and timely cash replenishment process
  • Assist Management with internal and external IT audits related to core systems data controls, change management, and third party integration for ATM security
  • Procure daily/weekly/monthly/quarterly KPI's and metrics of ATM Operation and functionality, interprets data, and provides innovative recommendations for operational excellence
  • Provide ATM level two and level three troubleshooting support for ATM hardware and network issues
  • Provide leadership, mentoring, and performance management of staff
  • Coordinate and provide a consultative support approach to the day-to-day functioning of ATM operations staff and ancillary applications
  • Project Manage third party integration between the ATM environment and third party solutions
  • Creates procedures and performs detailed change management for operational changes
  • Adheres to goals and standards set forth by vendor Service Level Agreements (SLA)
  • Proactively identifies, analyzes and documents risks/problems, recommends solutions, and initiates corrective action within predetermined SLA's
  • Coordinates the testing and communications of ATM patching and maintenance
  • Leads ATM initiatives using a concise, consistent methodology to coordinate activities, schedule resources, and ensure completeness in a timely manner
  • Performs additional duties as assigned
  • Other duties as assigned.
  • Travel at least 60%
Requirements:
  • Bachelor's Degree preferred
  • 5+ years of experience in the financial services industry with a thorough knowledge of financial principles, front and back office processing and financial institution regulations
  • 3+ years ATM Operations experience on projects ranging from small to medium in size and complexity, with demonstrated experience in workflow/process analysis, requirements gathering and documentation, and creation and execution of testing plans
  • 3+ years of ATM Vendor first and second line maintenance support (preferably Diebold)
  • Experience with Visa DPS ATM Processing is a plus
  • Experience with ATM cash ordering and replenishment
  • Senior experience with LAN/WAN networking and networking security
  • Senior experience with Windows 7, Window 10, and Windows 2016 Operating System
  • Experience writing SQL scripts for report writing and data mining
  • Strong working knowledge of Microsoft Productivity tools (Word, Excel, PowerPoint, Visio)
  • Strategic thought; forward thinking
  • Excellent leadership and development skills.
  • Experience working in a fast-paced environment with the ability to multi-task.
  • Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation).
  • Able to navigate throughout various programs on a computer; able to empathize with members and staff, and prioritize work.
  • 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.
  • Strong ability to make decisions with minimum information.
  • 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.
Competencies:
  • Proficiency in Microsoft Office Suite
  • Excellent member service skills
  • Strong research and problem-solving skills
  • Excellent interpersonal, oral and written communication skills
  • Ability to multi-task; good time management skills
  • Highly ethical.
  • Highly ethical and maintains the highest level of integrity with a member/internal customer first mentality
  • Team player with proactive, customer first outlook
  • Keeps abreast of industry developments including but not limited to changes in regulations and technology
  • Ensures adherence to company policies and procedures and Credit Union regulations
  • Adheres to assigned request within the desired time frame upon the initial request and/or expectations
  • Promotes and maintains a positive work atmosphere by communicating in a manner consistent and professional standards to work effectively with members, co-workers, management, and vendors
  • Performs additional duties as assigned


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.

Salary: $66,640 to $83,300

  • Member Experience Strategist

    3 days ago

    New York, New York, United States Book of the Month Full time

    About the RoleWe are seeking a highly skilled Member Experience Strategist to join our Retention and Member Experience team. As a key member of the team, you will play a crucial role in retaining and growing our members through various initiatives.Key Responsibilities:Coordinate tasks for large Member Experience campaigns, including the Annual Reading...

  • Member Experience Coordinator

    4 weeks ago

    New York, United States Small Door Veterinary Full time

    At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art...

  • Member Experience Manager

    6 months ago

    New York, United States Grouper Full time

    Member Experience Manager LOVES PEOPLE. PASSIONATE ABOUT GREAT CUSTOMER SERVICE. Member Experience Managers are the backbone of Grouper. It's up to you to make sure each and every Grouper is a seamless, awesome experience for our members. Making it look easy is a tough job, though. We burn the midnight oil on a regular basis and we go above and beyond each...

  • Member Experience Manager

    1 week ago

    New York, United States Grouper Full time

    Member Experience Manager LOVES PEOPLE. PASSIONATE ABOUT GREAT CUSTOMER SERVICE. Member Experience Managers are the backbone of Grouper. It's up to you to make sure each and every Grouper is a seamless, awesome experience for our members. Making it look easy is a tough job, though. We burn the midnight oil on a regular basis and we go above and beyond each...

  • Member Experience Specialist

    7 days ago

    New York, New York, United States Municipal Credit Union Full time

    About Municipal Credit UnionMunicipal Credit Union (MCU) is a leading financial institution that has been serving its members for over 100 years. With a strong commitment to providing affordable financial products and convenient services, MCU has become a trusted partner for individuals and communities alike.We are dedicated to creating a happy and motivated...

  • Member Experience Coordinator

    4 weeks ago

    New York, United States Small Door Veterinary Full time

    Job DescriptionJob DescriptionSmall Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality...

  • Member Experience Coordinator

    2 months ago

    New York, United States Small Door Veterinary Full time

    Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal...

  • Product Director

    6 days ago

    New York, New York, United States Spring Health Full time

    Drive Growth and Deliver Exceptional Member ExperiencesWe're seeking an experienced Product Director to lead our Member Experience team at Spring Health. In this role, you'll be responsible for developing and executing strategies that drive growth, improve member satisfaction, and deliver exceptional user experiences.As a Product Director, you'll work...

  • Technical Lead for Member Experience Engineering

    3 days ago

    New York, New York, United States Spring Health Full time

    Job OverviewSpring Health is revolutionizing mental healthcare by removing barriers that prevent people from getting the help they need. We're seeking a Senior Director of Engineering to lead teams responsible for member funnel optimization and agile delivery of customer-, member-, and sales-requested features.About the RoleThis full-time position reports to...

  • Member Experience Associate

    1 week ago

    New York, United States Fetch Pet Insurance Full time

    Property & Casualty License required to apply.This is a commission eligible position.Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. Put simply, Fetch makes vet bills affordable. We offer a...

  • Member Experience Representative I

    2 days ago

    New York, United States YMCA Full time

    The Member Experience Representative provides a positive experience in person and by telephone to all constituents. Job Description The YMCA of Greater New York is here for all New Yorkers - to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn,...

  • Senior Product Manager, Member Experience Transformation

    3 days ago

    New York, New York, United States Spring Health Full time

    Company Overview">At Spring Health, we're on a mission to revolutionize mental healthcare by providing access to care for everyone. Our clinically validated technology empowers us to deliver the right care at the right time—whether it's therapy, coaching, medication, or beyond—tailored to each individual's needs.We proudly partner with over 450...

  • Member Experience Associate

    2 months ago

    New York, United States Industrious Full time

    About the Company: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve...

  • Member Experience Manager

    6 months ago

    New York, United States Industrious Full time

    About the Company: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve...

  • Member Experience Associate

    7 days ago

    New Holstein, Wisconsin, United States Sam's Club Full time

    Job SummaryWe are seeking a skilled and detail-oriented Member Experience Associate to join our team at Sam's Club. As a key member of our team, you will play a vital role in ensuring that our members have an exceptional shopping experience from the moment they arrive at our club.Key ResponsibilitiesEnsure the parking lot is well-maintained, including...

  • Member Experience Lead

    1 week ago

    New Berlin, United States Vasa Fitness Full time

    The Member Experience Lead (MEL) is responsible for supporting the General Manager in building and developing a high-performing team within their designated club. The MEL leads by example and coaches Member Experience Specialist to provide a world cl Staffing, Support, Coach, Retail, Instructor, Team Member, Business

  • Member Experience Associate

    1 week ago

    New York, United States Fetch Pet Insurance Full time

    Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We...

  • Member Experience Associate

    3 days ago

    New York, United States Industrious Full time

    About the Company: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve...

  • Member Experience Manager

    1 week ago

    New York City, United States Industrious Full time

    About the Company: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve...

  • Studio Experience Coordinator

    5 days ago

    New York, New York, United States Peloton Full time

    Peloton is a global fitness leader that empowers people to achieve their health and wellness goals. We're seeking an exceptional individual to join our team as a Studio Experience Coordinator in New York City.Job SummaryThis role will play a vital part in creating an unforgettable experience for our members at our studio locations. As a Studio Experience...