Member Experience Officer

Title: Member Experience Officer

Department: Member Experience

Reports To: Call Center Sales Manager

Job Grade: 8

FLSA: Non-Exempt Last Modified: 4/2/2025

It's a Job ... Only Better!

At UKFCU, we're more than a Credit Union - we're a community, and we've been proudly serving our members since 1937! As a rapidly growing, not-for-profit organization, we're dedicated to making a real difference in the lives of our members and employees alike. If you're looking for a workplace where you can grow, make an impact, and have fun while helping others, UKFCU is the place for you!

Why This Role Matters

As a Member Experience Officer, you are the front line of support and service for members connecting with us through our voice channel. You will be the expert in resolving member issues with empathy, building relationships, and helping members get the most from their UKFCU experience. Your role is key in ensuring first-contact resolution while embodying the values of professionalism, care, and financial wellness.

What You'll Do

Member Engagement & Resolution:

• Use problem-solving and critical thinking to resolve complex member issues via phone.
• Collaborate with internal departments to ensure accurate and efficient resolution.
• Provide empathetic, clear communication and guidance to members, including terms and conditions.
• Complete documentation thoroughly, including file notes, disbursements, and compliance paperwork.

Relationship Building & Sales Support:

• Identify opportunities to expand member relationships by understanding their needs.
• Promote products and services in line with current initiatives and consumer trends.
• Maintain necessary certifications and licenses related to sales and service functions.

Service Accuracy & Compliance:

• Verify member identity with appropriate security processes.
• Maintain accurate account records and update member data as needed.
• Follow all Credit Union policies and adhere to applicable legal and regulatory guidelines.

Collaboration & Continuous Improvement:

• Participate in a team environment focused on continuous improvement and service excellence.
• Keep informed of industry best practices and trends to ensure quality member experience.
• Attend training, meetings, and professional development activities to enhance your skills.

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Who You Are

Experience & Education

• 2-5 years of experience in a customer service, call center, or financial services role.
• High school diploma or equivalent required.

Skills & Strengths

• Excellent verbal communication, with a professional and friendly demeanor.
• Proficient in basic math and data entry, including calculations with American currency.
• Ability to analyze problems, think critically, and offer effective solutions.
• Competent in writing reports and professional correspondence.
• Comfortable working independently in a fast-paced environment.

Key Traits

• Empathetic and composed under pressure, especially when assisting members in distress.
• Passionate about helping others and creating a positive member experience.
• Committed to professionalism, integrity, and the credit union philosophy.
• Accountable to performance metrics and service goals.

What's in It for You?

• Competitive salary and industry-leading benefits.
• Opportunities for professional growth and leadership development.
• A chance to make a lasting impact on our members and the organization's future.

Legalese

Equal Opportunity Employer

UKFCU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

At-Will Employment

Employment with UKFCU is deemed "at-will," which means that either you or the company may terminate the employment relationship at any time, with or without cause or notice, unless otherwise provided by law.

Physical and Cognitive Demands

This role requires a blend of physical activity and mental focus to effectively perform its essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Key physical activities include sitting, standing, walking, and occasional lifting (up to 25 pounds). You'll also use your hands for various tasks, reach with your arms, and engage in conversations. Vision requirements include the ability to focus, perceive depth, and distinguish colors. Cognitive abilities essential for this role include judgment, auditory perception, memory, reasoning, and occasional persuasion.

Work Environment

You'll primarily work indoors in a comfortable, climate-controlled office setting. The noise level is typically moderate, ensuring a focused yet dynamic work environment. Reasonable accommodations will be provided as needed to support an inclusive workplace.

This job description provides a general overview of the responsibilities and expectations for this role. It is not a comprehensive list of tasks, and employees may be asked to take on additional duties to support team success.