Member Experience Specialist

4 weeks ago

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

At Municipal Credit Union, we strive to deliver exceptional member experiences through our Retail Channels Division. As a Member Experience Specialist, you will play a crucial role in assessing the quality of our member interactions and identifying opportunities for improvement.

Key Responsibilities:
  • Evaluate member interactions and provide feedback to leadership
  • Develop and implement process improvements to enhance member experience
  • Collaborate with the Retail Channels management team to drive desired service experiences and operational excellence
  • Provide coaching and training to branch associates to ensure they meet service experience, regulatory, compliance, and operational performance objectives
  • Participate in call monitoring and quality assurance initiatives to identify areas for improvement
  • Develop and maintain strong operational policies and procedures for retail channels
  • Ensure the most efficient delivery of products and services from the front line to the members through enhanced systems, streamlining policies/procedures, etc.
  • Conduct random audits of retail channel locations to ensure consistency and accuracy in retail operations

Requirements:
  • 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.
  • 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.

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

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