Member Experience Advisor

Ignite Credit Union seeks a Member Experience Advisor to deliver exceptional service across branch and digital channels. In this member-facing role, you'll handle inquiries on checking, savings, loans, cards, and digital banking, resolve issues, and identify solutions that support members' financial well-being. You will educate members on products, services, and financial literacy resources, process transactions accurately, and cross-sell appropriate accounts and loans.

Working in a collaborative, community-focused team, you'll uphold compliance, security, and service standards while helping members achieve their financial goals.

Responsibilities

• Provide frontline support for member inquiries via in-person, phone, and digital channels
• Process deposits, withdrawals, payments, and account maintenance accurately and securely
• Educate members on products, services, and digital banking tools
• Identify member needs and recommend appropriate accounts, loans, and services
• Resolve member issues and escalate complex problems as needed
• Adhere to compliance, regulatory, and security policies and procedures
• Document interactions and update member records in CRM/core systems
• Support community and financial education initiatives
• Collaborate with branch, lending, and contact center teams to improve member experience
• Meet or exceed service, accuracy, and referral goals

Required Skills

• Customer service in financial services
• Banking/credit union products knowledge (deposits, loans, cards)
• Cash handling and transaction processing
• Digital and online/mobile banking support
• CRM and core banking systems usage
• Sales and cross-selling of financial products
• Regulatory and compliance awareness (KYC, BSA, privacy)
• Problem solving and de-escalation
• Written and verbal communication
• Data entry accuracy and attention to detail