Member Experience Specialist II/Contact Center

Position Summary:

Community Financial Credit Union (CFCU) improves lives and strengthens communities by living our vision to be your truly local financial partner of choice, committed to inclusive and authentic relationships. Ensure that the member and employee experience is personal and simple. Share your passion for our members by delivering personal service by listening, guiding, nurturing and caring. Be a proud ambassador of CFCU including promoting and delivering on the goal of our Member Experience Manifesto to live our values-based banking philosophy by transforming banking to improve lives and strengthen communities.

You're proud to rep CFCU, and you get great satisfaction from helping members develop lifelong relationships with our organization.

The Member Experience Specialist II creates unparalleled in-person experiences for existing and prospective consumer members seeking specialized consumer, investment and business financial products and consultation that interface with CFCU through our retail locations. By conducting interactive and collaborative interviews at new member origination, subsequent complex account maintenance and transactional requests, the Member Experience Specialist II will identify opportunities to expand existing consumer, investment and business relationships while positioning CFCU as a first-choice market leader and the primary financial institution for the members they serve.

The minimum requirement for any team member of our company is to work collaboratively and cooperatively with others, with a commitment to a workplace of dignity and respect, in compliance with Equal Employment Opportunity standards and regulations. We also require, as a minimum standard, that all team members have the ability to accept direction and constructive criticism from supervisors and managers.

• Protect the integrity and confidentiality of our membership by identifying members/account ownership to ensure proper access is upheld. Perform transactional duties to serve members with high accuracy in accordance with credit union policies and procedures as well as adhering to CFCU's balancing standards and proper dual control.
• Originate and expand member relationships by conducting an in-depth and personalized review of the member's financial position. This is achieved by interviewing and finding opportunities to recommend product and services that meet the members financial goals.
• Stay on top of news about products and initiatives, ready to apply your learning to member interactions.
• Exceed service expectations by creating unparalleled member experiences and excellence with every interaction; taking ownership of issues and challenges, increasing member loyalty.

• Travel to branches as necessary.
• Demonstrate competency and an in-depth knowledge of all consumer, fiduciary deposit products, services and systems and accounts types including checking, savings, CD's and IRAs and consumer lending products to open and conduct required account maintenance.
• Demonstrate a thorough knowledge of all digital banking products and services.
• Meet or exceed monthly branch goals including the promotion of ancillary products and submitting partner referrals by showcasing the added benefits and impact to the member.
• Build and maintain trust by confidently answering member questions and finding appropriate resolutions for a variety of complex or technical issues.
• Engage in genuine and inquisitive conversation to identify best match products and services that fulfill unstated needs and deepen the member relationship.
• Embody the principles of Everyday Personal Leadership in order to develop and maintain strong and productive working relationships at all levels of the organization.
• Acquire specialization (become a subject matter expert) in one or two areas (examples: trusts, IRAs, business accounts, compliance, debt protection, etc.)
• Position may also process cash transactions based on the needs of the location.
• Perform additional duties as assigned for the efficient operation of the department and the organization. This includes the possibility of being assigned temporarily to other locations.

• High school diploma or equivalent.
• Minimum two years' experience as a service representative in the retail or service industry or equivalent experience. Demonstrated proficiency at CFCU in a similar role may also be considered.
• Ability to successfully complete the MLO background check process to obtain NMLS.
• Proficiency using Microsoft Suite.

In-office working conditions are normal. Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk. Lighting, temperature, audio, and work space are all sufficient. Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment. Work also requires lifting up to 10 pounds of work-related supplies.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications required of team members assigned to this job. Job duties may be changed or modified in the Credit Union's discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with his or her supervisor.

Equal Employment Opportunity Policy: Community Financial Credit Union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.