Customer Experience Specialist I

Essential Functions & Responsibilities:

• Promptly and professionally responds to member phone calls, providing support for account inquiries, transaction assistance, debit/credit card issues, and general service needs.

• Takes initiative to resolve member concerns during the initial contact when possible. Collaborates with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up.

• Opens and maintains all service-related accounts. Ensures documentation is accurate and compliant.

• Proactively identifies member needs and recommends relevant financial solutions, consistently meeting cross-sell goals through personalized service and a consultative approach.

• Maintains working knowledge of Credit Union services including online banking, wire transfers, and digital tools. Stays current with promotions and new offerings.

• Utilizes effective verbal communication and tone, adapting style to each member interaction. Maintains a friendly, courteous, and empathetic demeanor across all touchpoints.

• Balances time between live interactions and offline tasks, meeting productivity and occupancy goals. Prioritizes daily responsibilities with attention to detail and accuracy.

• Acts as a trusted advisor, showing empathy, professionalism, and genuine care for member needs. Seeks feedback and continuously improves service delivery.

• Follows security protocols when handling member data and account access. Reports suspicious activity and maintains compliance with internal and regulatory standards.

• Supports peers through knowledge sharing and positive engagement. 

• Maintains a member first mindset. 

• Upholds core values and builds team member and customer relationships.

• Completes all training as required. 

• Performs other duties as assigned.