Sr. Member Experience Consultant, Retail Sales and Service
We are seeking an energetic, enthusiastic individual with a positive attitude!
Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential.
Position Summary:
The Senior Member Experience Consultant plays a crucial role in enhancing our members' overall experience by providing expert support and consultation. This position is responsible for handling complex member issues, delivering high-level service, and contributing to the continuous improvement of our member experience initiatives. The Senior Member Experience Consultant will collaborate with various teams to ensure that member interactions are seamless, personalized, and exceed expectations.
Key Responsibilities:
- Demonstrate and support Dutch Point Credit Union values and service standards.
- Address and resolve complex member concerns with a focus on achieving positive outcomes and maintaining high satisfaction levels
- Provide expert advice and guidance to members on a range of financial products and services, ensuring tailored solutions that meet their needs.
- Advocate for members’ financial wellness by providing education on financial products, budgeting, and savings strategies to support their financial goals.
- Collaborate with others in Retail Sales and Service, Lending, Brand and Digital to identify and implement initiatives aimed at improving member satisfaction and engagement.
- Mentor and train member experience consultants, sharing knowledge and best practices to support their professional growth and improve team performance
- Invite and provide member feedback to identify areas for improvement and opportunities for innovation in service delivery.
- Contribute to the development and refinement of processes, policies, and procedures to enhance operational efficiency and member satisfaction.
- Work closely with other departments, including lending and digital teams, to ensure a consistent and high-quality member experience across all touchpoints.
- Conduct operations in a manner that adheres to regulatory requirements and internal policies, including the Bank Secrecy Act (BSA).
- Foster a welcoming and hospitable environment for members and staff, ensuring that interactions are positive and supportive at all times.
- Serve as a point of escalation for complex or unresolved member concerns, providing expert guidance and resolution.
- Perform opening and closing duties, ensuring procedures are followed and the branch is ready for daily operations.
- Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism.
Performance Standards:
- Achieve targeted sales goals and revenue targets.
- Provide valuable financial advice and solutions that meet member needs.
- Positively influence member financial wellness through effective advocacy and education, measured by member engagement.
- Maintain high levels of member satisfaction through effective resolution of complex issues.
- Contribute to the knowledge and skill development of team members, as measured by collective team performance,
- Identify and implement process improvements that enhance efficiency and member experience.
- Maintain a strong track record of operational compliance and adherence to regulatory requirements.
- Drive member adoption of digital banking platforms and services.
- Effectively mentor Retail Sales and Service staff to achieve organizational goals.
- Consistently ensure a hospitable atmosphere, making all member interactions positive.
- Efficiently resolve escalated member concerns, demonstrating expertise and efficiency.
- Execute opening and closing responsibilities efficiently, ensuring readiness for business.
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education, Skills and Experience:
- High school diploma or equivalent required; Associate’s degree in business, finance, or a related field preferred.
- Minimum of 3 years of experience in a member services or customer experience role, with a strong background in handling complex issues and providing high-level support.
- CUNA Financial Counseling Certification Program (FiCEP) and CCUFC Designation required or must be obtained within the first 6 months of employment.
- Excellent verbal and written communication skills, with the ability to articulate complex information clearly and effectively.
- Strong analytical and problem-solving abilities, with a track record of resolving challenging member issues.
- In-depth knowledge of financial products, and services, with a strong understanding of credit union operations and regulations.
- Strong relationship-building skills across all organizational levels and with external partners.
- Deep commitment to delivering outstanding member experiences and fostering long-term relationships.
- Support community events and business partnerships.
- Ability to mentor and guide team members, focusing on skill development and growth.
- Proven ability to work collaboratively with cross-functional teams to influence positive change.
- Knowledge of regulatory requirements and internal compliance standards, with the ability to ensure adherence in all operational aspects.
Competencies:
- Customer Focus: A strong commitment to understanding and meeting the needs of customers/members, delivering exceptional service, and building long-term relationships based on trust and satisfaction.
- Drive for Results: A results-oriented mindset with a focus on achieving goals and objectives, taking initiative to overcome obstacles, and continuously striving for excellence in performance and outcomes.
- Problem Solving: The ability to identify issues, analyze root causes, and develop effective solutions to complex problems, demonstrating creativity, critical thinking, and sound judgment.
- Developing Others: A commitment to developing the skills, knowledge, and capabilities of team members through coaching, mentoring, feedback, and opportunities for growth and advancement.
- Decision Quality: The ability to make sound decisions based on a blend of analysis, wisdom, experience, and judgment. Considers the impact of decisions on members and the organization.
Other Requirements: Work a minimum of two Saturdays a month.
This full time position offers full benefits package, Health/Dental/Vision, matching 401K, paid Holidays, Vacation, Sick. Free Parking, and more!
If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you! Please apply today!
EDUCATE / SERVE /DELIGHT
Our Brand Values
Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves.
Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change.
REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members.
Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities.
Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships.
Dutch Point Credit Union -Your vision/ our guidance
Job Type: Full-time
Pay: $27.00 - $30.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Will you be able to Commute between our Middletown and Niantic Branches?
Work Location: In person
