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Title

Member Experience Specialist 

Category Member Service  
Description

At Blue, we discover pathways to realize your possibilities. The Member Experience Specialist is a highly specialized, member-experience role accountable for collecting and tracking member feedback from all delivery channels in the organization. The Member Experience Specialist will help identify patterns within the Credit Union based on survey and core system data for areas of opportunity and areas to leverage. This position will work with other business units to identify and ideate future enhancements in processes, procedures, and holistic member experiences to continue to strategically align with the company goals. This position also focuses on:

  • Collect and track member feedback and complaints that originate from a variety of sources, including member surveys, online social communities, phone calls, written correspondence, and escalations from other Business units within the organization.
  • Lead the communication and follow up with members being channeled to the Member Experience Department as well as lead communication action steps for journey mapping data collection.
  • Create dashboards, conduct comment-tagging review, ensure staff reference material and guidelines are up to date and stays current on system enhancements and changes.
  • Responsible for member complaint follow up and communication. Works with members to address their concerns and in turn refer unresolved member issues or special request to designated departments for further research.
  • Regularly reports to team on member service experiences, scores, progress, and results in a timely and accurate manner. Identify and advise on ways to improve Blue's experience based on trends in data.
  • Lead the Member Loyalty Group Internal Net Promoter Score survey data analytics reporting.
  • 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.

Compensation: $19.73 - $27.85

 
Position Requirements

EXPERIENCE: Three years to five years of similar or related experience working in Fis, including preparatory experience. Strong understanding of advisory relationships.

EDUCATION/CERTIFICATIONS/LICENSES: A college degree.

INTERPERSONAL SKILLS: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

OTHER SKILLS: Strong proficiency in Microsoft suite and data tracking tools

PHYSICAL REQUIREMENTS: Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/ descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. 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 or travel off site 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 area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. 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 the stress of deadlines/ requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

 
Full-Time/Part-Time Full-Time  
Compensation $19.73 - $27.85  
Bondability Eligibility of employment at Blue Federal Credit Union is contingent upon successful bondability.  
Job Site Location Cheyenne, Wy - Blue World Headquarters  
Position Member Experience Specialist  
Number of Openings 1  
Open Date 11/26/2021  
Location Cheyenne, WY - Blue World Headquarters  
About the Organization Our mission is 'We discover pathways to realize your possibilities.' Our employees uphold this mission by utilizing our values as stepping stones to sustain our amazing culture. Those values are Boundless Optimism, Unwavering Confidence, Uniquely Us, and Over the Top. Thank you for showing an interest in Blue Federal Credit Union!  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

To search for an open position, please go to http://BlueFederalCreditUnion.appone.com



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