Member Experience Specialist

Job Summary: This position is the first contact point for all member related questions, requests, and concerns. A Member Experience Manager must become knowledgeable in all areas of Credit Union operations to deliver exceptional service, build relationships, and resolve any issues in a friendly and efficient manner.

Essential Duties and Responsibilities:

• Answering phone calls and written questions, concerns, and complaints regarding member accounts.


• Evaluate the needs of both current and potential members to offer appropriate financial products and services.


• Perform all operational tasks and functions regarding member deposit accounts.


• Understand all lending services/products and maintain a working knowledge.


• Maintain compliance with credit union policies as well as all state and federal regulations.


• Adheres to all internal controls and security procedures.


• Perform any other duties if assigned.

Interpersonal Skills

• Professionalism, tact and diplomacy are essential elements of the job. Must be able to collaborate. Social Skills. Problem solving.

Other skills

• Active listener. Must have excellent and clear communication skills. Must have a strong attention to detail and a strong character.


• Comfortable working in a technolocy-driven environment, including call systems, CRM software, and internal platforms.


• Ability to answer, document, an manage member interactions using multiple software tools simultaneously.


• Strong keyboaridng and data entry skills with attention to detail.

Southwest Heritage Credit Union is an Equal Opportunity Employer and offers a drug free work environment.

Satisfactory Background check and drug testing a condition of employment.