Member Experience Specialist

Role

The Member Experience Specialist will function as a vital intermediary connecting our organization with our membership. The primary objective will be to cultivate member loyalty by fostering a positive and exceptional Member Experience. This role requires a proactive approach to addressing service challenges and collaborating with member service management and teams.

Major Duties and Responsibilities

15%

Effective Communication: Collaborate with member service management to identify and address pain points in member service. Maintain open lines of communication to promptly resolve issues raised by members.

15%

Service Excellence: Engage with member service teams to establish and uphold service excellence standards. Provide guidance and support to ensure consistent delivery of high-quality service across member interactions.

15%

Trend Awareness: Stay abreast of industry trends, best practices, and innovations in member service. Montori common behaviors, demographics, and goals within the membership to anticipate and address potential challenges.

10%

Member Engagement: Develop and implement strategies to enhance member engagement and satisfaction. Initial programs to strengthen the relationship between the organization and its members, fostering community and loyalty.

10%

Problem Resolution: Proactively identify and address issues impacting member satisfaction. Collaborate with cross-functional teams to implement effective solutions that enhance the overall Member Experience.

10%

Data Analysis: Utilize data analytics to track and assess the impact of service initiatives. Generate regular reports and insights to inform decision-making and continuous improvement efforts.

10%

Training and Development: Collaborate with Training to empower member service teams with the skills and knowledge necessary to exceed member expectations. Promote a culture of continuous learning and improvement within the member service department.

10%

Documentation and Reporting: Maintain accurate records of member interactions and feedback. Generate comprehensive reports to measure the success of Member Experience initiatives and identify areas for improvement.

5%

Assumes responsibility for other duties as required or assigned.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Houston Police Credit Union is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Knowledge and Skills

Experience

3 years of Member Service experience or equivalent experience in a financial institution.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

High level of customer service and good verbal communication skills. Professional appearance, dress, and attitude. Flexibility is necessary as an employee’s job responsibilities may change at any time during employment. Working knowledge of consumer and mortgage lending processing, practices and regulations. Models a high level of customer service and professional demeanor and appearance

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.