purpose of Position

Our credit union requires an experienced, professional Member Experience Specialist to perform member services management on a daily basis. A Member Experience Specialist will possess in-depth knowledge of member service duties, CU policies and products, and the daily branch schedule. A Member Experience Specialist understands the value of excellent member service and can provide top-level service to all our members. A successful Member experience Specialist will report to the credit union’s Branch Manager and work with the management staff to ensure prompt responses to members’ inquiries and to notify the appropriate person or department if needed.

Universal Responsibilities

· Be Impressive – Demonstrate work ethic worthy of imitation.

· Be Professional – Consistently demonstrate high standards of performance in all areas, but especially in communication, conduct, time management and orderliness of self.

· Be Compliant – Understand and utilize procedures for completion of recurring tasks.

· Cultivate Growth – Complete assigned training and development with the intention of long-term improvements.

Responsibilities for Member Experience Specialist

· Greet members and visitors warmly and make them feel welcome and attended to

· Direct lobby traffic

· Assist members with online banking questions and Credit Union forms.

· Offer product and service recommendations.

· Receive and redirect mail, phone calls, packages, etc.

· Ensure that member spaces and lobby are clean and tidy at all times.

· Maintain coffee bar.

· Act as a liaison between members and any department necessary.

· Anticipate members’ needs in order to accommodate them and provide a superior member experience.

· Check balances and update online banking information for members as needed.

· Accommodate members to the highest ability before directing them to someone else.

Additional Duties and Responsibilities Include:

· Keep Supervisor informed or area activities and problems.

· Answer phone and email inquiries from potential members in a timely and respectful manner.

· Operate computer terminal and applications.

· Schedule appointments for loans and account openings

· Provide suggestions for department improvements.

· Attend and participate in meetings as required.

· Complete special projects and assist as needed.

· Willingness to take assigned courses and trainings.

· Other duties as assigned.

Job Type: Part-time

Pay: From $17.00 per hour

Schedule:

• Day shift

Experience:

• Customer service: 1 year (Preferred)

Ability to Relocate:

• Cadillac, MI 49601: Relocate before starting work (Required)

Work Location: In person