Member Experience Specialist

6 days ago

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

Municipal 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 team that works hard to achieve the best results for our members. Our exceptional culture helps us attract the best talent in the industry, and we continue to grow and thrive as an organization.

Job Overview

The Member Experience Specialist plays a critical role in achieving maximum ATM availability for our members. This position requires excellent communication and interpersonal skills, as well as a strong understanding of financial principles and regulations.

The successful candidate will be responsible for managing ATM hardware, coordinating cash replenishment, and providing level 2 and 3 support for ATM hardware and network issues. Additionally, this role involves procuring daily/weekly/monthly/quarterly KPIs and metrics of ATM operation and functionality, interpreting data, and providing innovative recommendations for operational excellence.

We are looking for a highly skilled and experienced professional who can lead our ATM operations team and drive business growth through strategic initiatives.

Responsibilities
  1. Pursue operational excellence, accountability, and reliability relating to ATM vendor management and service delivery.
  2. Manage ATM hardware, including creation of life cycle plans.
  3. Request and review professional services and billable work for accuracy prior to payment submission.
  4. Implement a member-first approach when working with off-site ATM retail locations.
  5. Provide responsive level 1 support (as needed) for ATMs located in and around MCU Branch network.
  6. Coordinate and schedule an effective and timely cash replenishment process.
  7. Assist Management with internal and external IT audits related to core systems data controls, change management, and third-party integration for ATM security.
  8. Procure daily/weekly/monthly/quarterly KPIs and metrics of ATM Operation and functionality, interpret data, and provide innovative recommendations for operational excellence.
  9. Provide ATM level 2 and level 3 troubleshooting support for ATM hardware and network issues.
  10. Lead ATM operations team and provide leadership, mentoring, and performance management of staff.
  11. Coordinate and provide consultative support approach to the day-to-day functioning of ATM operations staff and ancillary applications.
  12. Project manage third-party integration between the ATM environment and third-party solutions.
  13. Create procedures and perform detailed change management for operational changes.
  14. Adhere to goals and standards set forth by vendor Service Level Agreements (SLA).
  15. Proactively identify, analyze, and document risks/problems, recommend solutions, and initiate corrective action within predetermined SLAs.
  16. Coordinate testing and communications of ATM patching and maintenance.
  17. Lead ATM initiatives using a concise, consistent methodology to coordinate activities, schedule resources, and ensure completeness in a timely manner.
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 of 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.
Why You'll Be a Good Fit

We're committed to hiring talented professionals who share our values and passion for delivering exceptional member experiences. If you're a motivated individual who thrives in a dynamic environment and is passionate about driving business growth, we encourage you to apply.

We offer a competitive compensation package, medical and dental benefits, 401(k) with employer match, flexible paid time off, and opportunities for career advancement.

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