Member Engagement Specialist

About Municipal Credit Union:

Municipal Credit Union is dedicated to fostering a vibrant culture that motivates our team to excel in delivering outstanding results for our members. With a legacy spanning over a century, we have consistently offered accessible financial solutions and services to a diverse membership of over 500,000 individuals. Our commitment to the credit union ethos of 'people helping people' remains steadfast as we engage with each new generation.

Position Summary:

The Member Engagement & Operations Analyst plays a crucial role in evaluating the quality of experiences within the Retail Channels Division. This position is pivotal in crafting exceptional member interactions and pinpointing areas for efficiency enhancements and process optimization. The Analyst collaborates with the management team to promote desired service experiences and operational excellence by assessing member interactions, agent performance, and adherence to procedures, while making informed recommendations for improvement and providing comprehensive feedback to leadership.

Key Responsibilities:

• Establish and achieve performance objectives while demonstrating effective skills-based behaviors.
• Assess designated retail channels to ensure they meet service experience, regulatory, compliance, and operational performance goals through proactive evaluation and hands-on engagement.
• Drive ongoing service and operational enhancements within a member-focused culture.
• Act as a Subject Matter Expert (SME) and central communication point for retail channels, encompassing member experience, operational efficiency, best practices, compliance, risk management, and procedural adherence.
• Provide operational guidance, mentorship, and oversight to branch personnel, including the design and delivery of training programs.
• Participate in the development, implementation, and training of call monitoring standards and quality benchmarks.
• Conduct call monitoring (minimum of 6 calls per agent per month) and supply trend data to management teams.
• Utilize operational metrics and analytical insights to identify control weaknesses, trends, and processing challenges, formulating and executing plans to address these issues.
• Schedule regular coaching sessions with agents to review performance and provide immediate coaching as necessary.
• Collaborate with management and agents to create action plans aimed at performance enhancement.
• Employ quality monitoring data management systems to compile and track performance metrics at both team and individual levels.
• Work to mitigate risks and potential losses, including regulatory, reputational, and operational risks.
• Establish a routine to visit branches, addressing specific concerns and completing necessary reviews.
• Maintain and nurture relationships with key business partners across the organization.
• Collaborate with colleagues to refine operational processes and enhance the overall member experience.
• Recommend and implement process improvements identified through call monitoring and trend analysis.
• Engage in member feedback initiatives to discern member needs and expectations.
• Provide actionable insights to various internal support teams as required.
• Coordinate and facilitate calibration sessions for the retail channels management team.
• Deliver feedback to retail channels' Assistant Managers and Managers regarding overall agent performance opportunities.
• Prepare and analyze internal and external quality reports for management review.
• Support a cross-sales culture within the department by educating members on relevant products and services.
• Participate in initiatives assigned by the operations management team, acting as a change agent to ensure quality execution.
• Develop, implement, and uphold robust operational policies and procedures for retail channels, ensuring they are current, accessible, and effectively communicated to maintain a consistent member experience.
• Ensure efficient delivery of products and services from the front line to members through enhanced systems and streamlined policies.
• Oversee cash levels at each location, assisting the retail management team with recommendations for cash orders to minimize excess.
• Conduct random audits of retail channel locations to ensure consistency and accuracy in operations, reporting findings to the Retail Experience Manager.
• Ensure all branch audits comply with state and federal guidelines as well as organizational policies, assisting branch management with formal audit responses.
• Identify operational inefficiencies and concerns within the branch network.
• Build and maintain strong partnerships with back-office personnel to enhance member service while ensuring compliance with regulations.
• Support training initiatives across Retail Channels.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC requirements.
• Assist in creating and maintaining a safe and sound branch operation across the network.
• Ensure compliance with all state and federal regulations across all branch locations.
• Maintain consistent communication with key leadership within Retail Channels.
• Facilitate operational meetings across the department.
• Travel as needed to various retail branches.
• Support and maintain ATM operations, including alert management and hardware performance.
• Perform other duties as assigned.

Qualifications:

Preferred Qualifications:

• Bachelor's degree preferred or equivalent professional experience.
• Minimum of 3 years in bank operations.
• Minimum of 3 years in member or customer service roles.
• At least 5 years in an analytical operational capacity within a financial institution.
• Supervisory experience is advantageous.
• Experience in report creation and identifying focus areas based on data analysis.
• Background in developing control processes in operations or audit.
• Experience in Call Center/Customer Service or related fields, including Quality Assurance.
• Exceptional verbal and written communication skills.
• Able to foster a supportive and inclusive atmosphere within the team.
• Strong capability to assist members and staff with technical support for digital platforms.
• Exhibit a positive attitude, the ability to work independently or collaboratively, and a genuine interest in helping others.

Why You Will Thrive Here:

Our Core Values are central to our identity and our hiring practices. By embodying these values daily, we attract top talent, achieve outstanding results, and continuously strive for improvement. These values resonate throughout our organization and within every team member:

• Results: Focus on achieving optimal outcomes for our members through continuous tracking and improvement.
• Agility: Maintain flexibility in decision-making and planning, using creativity to approach challenges from various angles.
• Integrity: Conduct oneself professionally, building trust through clear and thorough communication.
• Teamwork: Collaborate to achieve shared goals as part of a unified team.
• Ownership: Take accountability for actions and remain committed to responsibilities, caring about outcomes as if they were your own.
• Belonging: Foster an environment where all individuals feel welcomed, respected, and valued.

We are committed to connecting our members and communities with a bright financial future and seek individuals who share this vision to join us on this journey.

Compensation and Benefits:

We offer competitive compensation, comprehensive medical and dental benefits, a 401K plan with employer matching, and flexible paid time off.

Municipal Credit Union is an Equal Opportunity Employer, committed to creating a diverse and inclusive workplace. We celebrate diversity in all forms and strive to create an environment where everyone feels at home.