Member Experience Specialist

Member Experience Specialist

The Member Experience Specialist performs quality control reviews for all deposit accounts opened by the Member Experience division, including savings, checking, and IRA accounts. This role serves as a key resource for the operational, compliance, policy, and procedural needs of the division and provides operational and administrative support to the Member Experience management team. The specialist assists in evaluating current processes and implementing continuous improvements to enhance the efficiency of systems and software while adhering to Credit Union policies and procedures, ensuring ethical, accurate, and compliant business practices.

• Performs weekly and monthly quality control reviews for all accounts opened by the Member Experience division, Business Services team, and High School team, ensuring accuracy and completeness of all related documentation and profile maintenance changes. Communicates regularly with teams regarding missing or inaccurate information to reduce errors and mitigate compliance risk.
• Supports the review of IRA plan documents for completeness and accuracy. Maintains up-to-date knowledge of acceptable tax laws and demonstrates adequate problem‑solving and decision‑making skills to find solutions and take appropriate action. Assists with the submission of tax with holdings to the state and federal agencies.
• Participates in internal audits for the Member Experience division, Business Services team, and High School team.
• Supports the Business Services team by assisting Member Experience team with business account questions.
• Assists in maintaining processes and resolving issues related to ancillary systems used by the Member Experience division.
• Participates in testing to support upgrades to the core system and related ancillary systems.
• Serves as a backup for the Retirement Plans Officer.
• Performs other job‑related duties as assigned.

Experience:
At least four years of related experience, including knowledge of Credit Union products, services, policies, and procedures. A general understanding of retirement products, tax laws, and regulations is required.

Education: A two‑year college degree or an equivalent combination of education and experience.

Interpersonal Skills:
Requires significant interaction with individuals inside and outside the Credit Union. Must demonstrate confidentiality, discretion, diplomacy, and tact. Builds strong relationships through friendly, helpful, and efficient service. Must be able to motivate, influence, and gain cooperation from others. Excellent written and verbal communication skills are required, including clear and concise communication, positive tone, and effective body language. Empathy, patience, active listening, and sound judgment are essential.

Other Skills:
Proficiency with Microsoft Office and the ability to learn the core system and related software. Strong problem‑solving and decision‑making abilities. Ability to apply cognitive reasoning, take ownership, and work independently or collaboratively. Ability to read, write, and comprehend complex instructions, correspondence, policies, and procedures. Highly motivated, organized, detail‑oriented, and skilled in time management and multitasking. Ability to work in a fast‑paced environment with frequent changes in direction.

Ability to stand, sit, walk, reach, and lift up to 10 lbs. regularly. Frequent travel between Credit Union locations is required.

Your contributions will help our members achieve their financial goals while advancing your career in a dynamic and supportive environment.