What are the responsibilities and job description for the Member Service Analyst position at State Employees Credit Union?
Position Title: Member Service Analyst
REPORTS TO: SVP Retail Engagement
SUPERVISES: N/A
JOB STATUS: Non-Exempt
JOB GRADE 10: $23.33 - $29.17 Targeted Hourly Rate
*This position works on-site. Remote work is not available at this time.
JOB SUMMARY:
The Member Service Analyst is responsible for analyzing and evaluating member service operations to ensure efficiency, effectiveness, and consistency across all service delivery channels. Responsible for data collection, data analysis, process support, documentation, reporting, and making recommendations for process improvements. Provides critical support to the Branch Operations and Call Center teams by assisting in project coordination, enhancing retail experience administration, and supporting CORE system activities.
Duties/Responsibilities:
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· Assist in the coordination and tracking of operational projects, supporting timelines, documentation, and follow-up tasks. |
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· Support day-to-day administration of the credit union's CORE system, including user support, issue tracking, and testing assistance. |
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· Help maintain and update retail procedures, forms, and knowledge base resources. |
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· Collect and compile data for analysis and reporting related to member service activities, operational efficiency, and system performance. |
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· Collaborate with internal departments to support the implementation of changes to policies, processes, procedures, and system workflows. |
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· Document system issues and enhancements for submission to IT, Retail Experience, and related CORE support teams. |
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· Participate in system testing and validation efforts for upgrades, patch releases, or new feature rollouts. |
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· Serve as a point of contact for routine support requests from branches and the call center, escalating complex issues as needed. |
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· Monitor member service trends and operational metrics to identify areas for improvement, reporting on went wells and next times to Executive, Senior Leadership, and other key stakeholders. |
· Perform all other duties as assigned.
Required Skills/Abilities:
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· Knowledgeable of retail banking operations, systems, and procedures. |
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· Proficient in CORE banking systems (e.g., Symitar, Fiserv, Corelation, or similar). |
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· High attention to detail with strong analytical and problem-solving abilities. |
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· Effective written and verbal communication skills. |
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· Strong organizational and time management skills. |
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· Proficient in Microsoft Office Suite (PowerPoint, Excel, etc.). |
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· Demonstrable expertise with various types of data, applied in a business context. |
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· Demonstrable critical thinking skills, problem-solving skills, and a getting-to-yes (service-first) mindset. |
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· Ability to handle confidential information with discretion and tact. |
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· Able to work independently and collaboratively in a fast-paced environment. · Travel as required. |
Education/Experience:
Education or experience equivalent to a Bachelor's degree in Business, Finance, Information Systems, or a related field, in addition to 2 years' of progressively responsible and relevant experience in retail operations, financial services, project management, or similar.
General Requirements:
Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:
- Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
- Adheres to policy on Drug Free Workplace.
- Complies with company policies and procedures and local, state and federal regulations.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
- Must be able to access and navigate each department at the organization's facilities.
State Employees Credit Union offers a highly competitive benefits package
Applications must be received by Human Resources
State Employees Credit Union of New Mexico is an Equal Opportunity Employer
Equal Opportunity Employer, including disabled and veterans.
Salary : $23 - $29