Member Experience Specialist

This is an exciting opportunity to join our dedicated Contact Center team; but first, here is a little bit about Elements Financial:

WE MAKE MONDAYS MORE ENJOYABLE.

There are many ways to describe the Elements culture: fun, meaningful, supportive, and full of opportunities. See here for more information -

Today we serve the employees of 150+ organizations around the U.S. We currently rank among the top 3% of credit unions nationally with 100,000+ members. We have the resources, staff, and expertise to support our members with unparalleled service and leading-edge technology.

Now let's get into this exciting role

This is a hybrid role that requires some on-site work (inside our Indianapolis, Indiana office). In addition to the on-site duties, there are additional responsibilities that can be completed outside of the office, resulting in this being a hybrid role.

Elements Financial is a Best Place to Work because our employees are empowered to Be the Expert, Live the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success. The Member Experience Specialist is a resource and point-person for our valued members. They collaborate with several departments to provide an excellent member experience. Serving in a Tier III support role, the Member Experience Specialist leverages online chat, emails, and member phone calls to troubleshoot as they provide excellent member follow-up.

You will learn how to be the expert to best serve our members:

Ability to maintain high call quality; build rapport and provide exceptional service to members, using a courteous voice and keen listening skills.

Process a variety of financial transactions while interacting with members via all electronic member channels.

Ability to navigate a wide variety of internal systems to assist members.

Identify unstated member needs by asking probing questions.

You will make a difference as you live out our purpose:

Maintain in depth knowledge of all Elements products and services in order to provide members with a wide variety of product and service options.

Ability to identify Red Flag situations and respond appropriately.

Ability to identify and troubleshoot various member devices/operating systems to ensure digital excellence across multiple channels.

Tier III level support. Works unresolved cases from contact center partner and for other internal departments such as loan servicing and card services.

You will help grow the business:

Build rapport and use relationship skills, representing Element's in a professional manner with staff, and members.

Work collaboratively with all areas of Elements Financial.

Work closely with Member Experience Advocate to resolve basic to intermediate technical member concerns.

You will continue to grow professionally:

Continue to develop knowledge of industry practices, products, and professional growth.

Participate in appropriate learning opportunities to maintain expertise.

Qualifications:

High school diploma or equivalent.

Ability to troubleshoot technical issues and evaluate the financial situation of each member to enhance their financial position.

Proven track record of meeting or exceeding sales goals.

Must be able to communicate clearly and professionally with members. Strong written and verbal communication skills.

Must possess technology skills to assist members across multiple electronic channels.

Demonstrate a proficient use of technology tools and possess knowledge of system navigation skills.

Must have 5 or more years of financial institution, customer service or technical support experience and at least 3 years Contact Center Experience.

Strong collaboration and organizational skills and the ability to follow-up as necessary.

Ability to leverage skills, knowledge, and experience to invest in our community.

Ability to foster an inclusive environment that promotes belonging.

A focus on respect and excellent service to both external and internal (team) members.

A proven track record of integrity with a demonstrated ability to build trust.

Additional bonus compensation and sales commission are earned in this role.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• AD&D insurance
• Adoption assistance
• Bereavement leave
• Credit union membership
• Dental insurance
• Dependent care reimbursement
• Disability insurance
• Employee assistance program
• Employee discount
• Financial planning services
• Flexible schedule
• Flexible spending account
• Gym membership
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid orientation
• Paid time off
• Paid training
• Parental leave
• Prescription drug insurance
• Professional development assistance
• Profit sharing
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance
• Volunteer time off
• Wellness program

Work Location: In person