Member Experience Specialist

Member Experience Specialist I

Location:

Albuquerque, NM, US

• Medical, Dental and Vision Insurance
• 401(k) Retirement savings program that includes employer match.
• Paid time off with accrual starting from day one.
• 11 Paid holidays off during the year!
• Tuition Reimbursement for College Degrees
• Employee Clothing Advance
• Fitness Reimbursement Program
• Employee Assistance Program
• Short- and Long-Term Disability

• Responsible for creating exceptional member experience, including developing, maintaining and enhancing member relationships.
• Responsible for problem resolution resulting in win-win for the member and the Credit Union.
• Responsible for performing a broad variety of member service functions, including teller transactions, cash handling, account maintenance and opening new accounts.
• Responsible for generating product/service referrals for consumer loans, credit cards, and KFS services.
• Assumes responsibility for the effective and professional performance of member service functions.
• Meet with members, create and enhance member relationships.
• Proactively analyze member financial needs and present product or service options.
• Basic knowledge of all deposit and consumer loan products and services.
• Complete account maintenance tasks such as check orders and debit card processing.
• Answers questions and solves problems for members by listening, collecting data, and offering a variety of options.
• Process teller transactions and place appropriate holds in accordance with regulations and internal compliance expectations.
• Has basic knowledge of IRA accounts.
• Consult with members regarding basic money management and financial matters, as appropriate.
• Establish and maintain effective, professional relationships with members and co‑workers.
• Resolve member requests and questions promptly, in line with KCU core values.
• Utilize and adhere to KCU lobby management and MXS staffing model.
• Ensure the Credit Union’s quality and professional reputation is projected and maintained.
• Maintain effective coordination and communication with all departments and management.
• Assist other branches or departments as needed and support co‑workers.
• Attend meetings as required.
• Keep management informed of branch operational/sales activities and any significant problems.

• High School Diploma or equivalent

• Minimum one year’s cash handling experience; sales and customer service preferred.
• Experience with IRA and other consumer deposit products preferred.
• Prior sales experience with individual performance and/or sales goals where goals were met or exceeded routinely preferred.
• Proven member service skills and the ability to resolve problems independently or to escalate as needed to promote member satisfaction.
• Experience with customer service, identifying needs and providing solutions in a professional manner.

• Basic skills in identifying and assessing member needs; creating, building and maintaining strong relationships to gain the member’s trust.
• Strong analytical and financial skills.

Kirtland Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.