Member Impact Office Specialist
6 days ago
General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities.
Overview:
The Member Impact Office Specialist is responsible for intake, triage, and resolution of complex or unresolved member complaints, as well as supporting the analysis and reporting of member feedback. This role blends direct member interaction with investigative and reporting duties to ensure member trust and satisfaction.
Essential Responsibilities:
- Intake and triage complex or unresolved complaints from branches, call centers, and digital channels.
- Investigate service failures, policy disputes, and financial errors, documenting findings for management and compliance reporting.
- Coordinate with internal teams and department managers to address escalated issues promptly and restore member trust.
- Communicate with members as needed to clarify issues, provide updates, and deliver personalized resolutions.
- Capture and document all member feedback and complaints through the Voice of the Member Form
- Track and analyze feedback trends from sources including mystery shopper programs, member surveys, social media comments, and regulatory reviews.
- Maintain accurate records of all complaints, feedback, and resolutions to support compliance and reporting.
- Assist in analyzing member experience survey data and preparing summary reports for departmental review.
- Identify recurring issues and recommend process improvements to enhance the member experience.
- Support the Office Manager with member advocacy efforts and quality improvement initiatives.
- Associate's degree in related field required; bachelor's degree preferred.
- Minium 1 year of supervisory or team lead experience, preferably in a member service or office setting.
- Minium 2 years experience in understanding and complying with government policies, regulations, standards, and requirements, with specific attention to Better Business Bureau (BBB), NCUA, and State of Ohio/ODFI complaints.
- Minium of 2 years of survey data collecting and analyze member survey trends
- Strong investigative, organizational, and communication skills.
- Competence in using standard office technology, complaint management systems, and data analysis tools.
- Ability to work collaboratively with cross-functional teams.
- Excellent communication and interpersonal skills for member engagement and stakeholder collaboration.
- Health, Dental and Vision insurance
- Life and Disability insurance options
- Paid Time Off starts accruing once hired and take your birthday off -paid
- 401k Retirement plan with up to a 10% match of your base gross compensation
- Tuition reimbursement opportunities & professional development
- Volunteer opportunities -and earn additional PTO hours
- On-site clinics for Vaccines and Mammograms
And many more
Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives
General Electric Credit Union is an Equal Opportunity Employer
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