Member Experience Advocate II

Application deadline is 5 days after the date the role was posted.

Thank you for your interest in Bellco Credit Union! We're a local not-for-profit organization that has been giving back to our members, the communities we serve, and of course, our employees since 1936. Offering one of the best employee benefits packages around, Bellco is a leader in fostering, developing, and engaging staff to become expert financial-service ambassadors. You're a part of something more at Bellco-a place you can be proud of.

Member Experience Advocate

LOCATION : Corporate DIVISION : CXO

FUNCTION DESCRIPTION :

The Member Experience Advocate will help drive member loyalty and increase member engagement by providing deep analysis of the member journey and feedback, in support of the overall Member Experience strategy. This position will also manage efforts to resolve member complaints in accordance with regulatory requirements.

ORGANIZATIONAL RELATIONSHIPS :

Reports to : Sr. Director of Member Experience

Supervises : None

Contacts : Internal credit union staff, credit union partners, credit union members, external vendors, and credit union officials.

QUALIFICATIONS / REQUIREMENTS :

Education : Bachelor's degree or equivalent experience

Experience : 2-4 years of financial institution and / or analytical experience.

Journey mapping experience

Work in the customer experience space preferred

Customer service experience preferred.

Skills : Superb attention to detail

Strong data analysis, troubleshooting and problem solving skills

Ability to prioritize and manage multiple projects / tasks

Critical thinking

Ability to use sound judgement

Sense of urgency

Strong technical aptitude with ability to learn new technology independently

Ability to navigate Excel

Excellent Power Point Skills

Basic understanding of online banking, including online security issues

Solid written and verbal communication skills

Equipment : Online computer terminal keyboard and visual monitor, calculator, copier, telephone, printer. Software used regularly includes : MS Office Suite, and a variety of Financial Services Third Party applications including MLG application and journey mapping software.

ESSENTIAL FUNCTIONS :

• Demonstrate Bellco's Core Values in all interactions with members, prospective members, vendors, visitors, consortium partners, and personnel in other Bellco departments.
• Track member experiences across online and offline channels, devices, and touchpoints.
• Serve as a representative on the consortium MX Collaboration team.
• Participate in consortium MX discussions to identify collaborative initiatives that can improve the experience for all partners.
• Identify member needs and take proactive steps to maintain positive experiences.
• Monitor alert process for core surveys and perform QA on follow-up. If additional follow-up is needed, work directly with Branch and S3 department leadership to re-open alert and provide additional assistance to the member.
• Responsible for assigning Relationship survey alerts to appropriate parties for follow-up.
• Analyze member feedback on implemented changes, improvements, or new technology to determine impact to the member experience.
• Lead projects and initiatives to improve the member experience and eliminate friction points.
• Document processes and log technical issues across all member channels. Use the logged data to identify trends, assist in journey mapping efforts, and keep management informed of technology performance.
• Manage the complaint management process and ensure research and timely responses are submitted to regulatory agencies as required.
• Advise management on member trend data related to complaints and escalations.
• Prepare and maintain CFBP requirements for complaint management.
• Must have knowledge or the ability to attend training on regulations surrounding member complaint processes, tracking, and reporting.
• Obtain and maintain any certification required for complaint management regulations.
• Analyze member feedback to remove member friction and pain points across the organization. Use data to identify areas for improvement and present solutions to management.
• Lead discovery and journey mapping sessions with applicable business areas to provide recommendations for improvements.
• Serve as back-up to the Sr. Member Experience Analyst with monthly reporting.
• Participate in development, testing, and maintenance of the consortium CRM (Member Connect). Activities may include after-hours support and testing as well as possible travel to collaborate with consortium partners.
• Serve as assistant product owner for CRM (Member Connect) users for frontline usage, troubleshooting bugs and errors, on-boarding new users, and procedure development.
• Create presentations and talking points to summarize recommendations or overall status of the organization's member experience program.
• Keep informed of industry trends.
• Regular and punctual attendance.

Management retains the discretion to add to or change the duties of this position at any time.

WORKING CONDITIONS : Office Environment

Bellco Credit Union provides a comprehensive benefits package to employees, including : Medical, Dental, Vision, 401 (k) with company match, Supplemental Life Insurance, Paid Vacation, Paid Sick Days, and Paid Holidays.

In addition to base compensation, Bellco Credit Union offers bonuses for the following roles :

Non-exempt branch roles may earn monthly bonuses for meeting production goals and quarterly bonuses for meeting team goals.

Exempt branch roles may earn quarterly bonuses for production and team goals.

Exempt non-branch management roles may be eligible for an annual managerial bonus.

Non-branch non-management roles may be eligible for on-the-spot bonuses for extraordinary performance.