Member Engagement Specialist

2 weeks ago

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

About Municipal Credit Union:

Municipal Credit Union (MCU) is dedicated to fostering a vibrant culture that inspires a motivated workforce, striving for excellence in service delivery to our members. With a legacy spanning over a century, MCU has consistently offered accessible financial solutions to a diverse membership exceeding 500,000 individuals. Our commitment to the credit union philosophy of 'people helping people' remains steadfast across generations.

Position Summary:

The Member Experience & Operations Specialist plays a pivotal role in evaluating the quality of member interactions within the Retail Channels Division. This position is integral to cultivating outstanding member experiences and identifying areas for operational efficiencies. The Specialist collaborates with the management team to enhance service delivery and operational standards through comprehensive assessments of member interactions, agent performance, and adherence to procedures, while providing constructive feedback to leadership.

Key Responsibilities:

  • Establish and achieve performance objectives while demonstrating effective service behaviors.
  • Assess retail channels to ensure compliance with service experience, regulatory, and operational performance goals through proactive engagement.
  • Promote continuous improvement and innovation within a member-focused environment.
  • Act as a subject matter expert and primary communication link for retail channels, covering aspects such as member experience, operational efficiency, compliance, and risk management.
  • Deliver operational training and mentorship to branch staff, ensuring adherence to best practices.
  • Participate in the development and execution of call monitoring protocols and quality standards.
  • Conduct call monitoring and analyze performance trends to provide insights to management.
  • Utilize operational metrics to identify weaknesses and implement corrective action plans.
  • Schedule regular coaching sessions with agents to enhance performance and provide immediate feedback.
  • Collaborate with management to formulate action plans aimed at performance enhancement.
  • Employ quality monitoring systems to track individual and team performance metrics.
  • Mitigate risks associated with operational processes, ensuring compliance with regulatory standards.
  • Conduct regular visits to branches to address operational concerns and complete necessary reviews.
  • Build and maintain strong relationships with key business partners across the organization.
  • Work with peers to refine operational processes and improve the overall member experience.
  • Identify and recommend process enhancements based on monitoring and reporting trends.
  • Engage in member feedback initiatives to understand their needs and expectations.
  • Provide actionable insights to internal support teams as required.
  • Facilitate calibration sessions for retail management teams.
  • Offer feedback to management on agent performance and opportunities for improvement.
  • Prepare and review quality reports for management assessment.
  • Support cross-selling initiatives by educating members on relevant products and services.
  • Participate in assigned projects to ensure quality execution.
  • Develop and maintain comprehensive operational policies and procedures for retail channels.
  • Ensure efficient delivery of services to members through optimized systems and streamlined processes.
  • Assist in managing cash levels at branch locations and provide guidance on cash orders.
  • Conduct audits of retail locations to ensure operational consistency and accuracy.
  • Ensure compliance with state and federal regulations during branch audits.
  • Identify operational inefficiencies and recommend improvements.
  • Collaborate with back-office teams to enhance member service while ensuring compliance.
  • Support training initiatives across retail channels.
  • Adhere to all regulatory compliance training requirements.
  • Contribute to maintaining safe and sound branch operations.
  • Ensure compliance with all relevant regulations across branch locations.
  • Maintain consistent communication with retail leadership.
  • Lead operational meetings within the department.
  • Travel to various retail branches as required.
  • Support ATM operations, including management of alerts and performance.
  • Perform additional duties as assigned.

Qualifications:

  • Bachelor's degree preferred or equivalent experience.
  • At least 3 years of experience in bank operations.
  • A minimum of 3 years in member or customer service roles.
  • 5 years of experience in an analytical operational capacity within a financial institution.
  • Supervisory experience is advantageous.
  • Experience in report creation and data analysis.
  • Background in developing control processes in operations or audit.
  • Experience in call center or customer service roles, including quality assurance.
  • Strong verbal and written communication skills.
  • Able to foster a supportive and inclusive team environment.
  • Proficient in providing technical support for digital banking services.
  • Exhibit a positive attitude and a genuine interest in assisting others.

Core Values:

Our core values are essential to our identity and our hiring practices. By embodying these values, we attract exceptional talent and achieve outstanding results:

  • Results: Focus on achieving optimal outcomes for our members.
  • Agility: Maintain flexibility in decision-making and planning.
  • Integrity: Uphold professionalism and transparency in all interactions.
  • Teamwork: Collaborate effectively to reach common goals.
  • Ownership: Take accountability for commitments and outcomes.
  • Belonging: Foster an inclusive environment where everyone feels valued.

We are committed to connecting our members and communities with a promising financial future and seek individuals who share this vision.

Compensation and Benefits:

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

Municipal Credit Union is an Equal Opportunity Employer, dedicated to creating a diverse and inclusive workplace.

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