Member Experience & Operations Specialist

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Regular Full-Time Professional Cortlandt Street, New York, NY, US

29 days ago Requisition

Salary Range: $66,640.00 To $83,300.00 Annually

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Be New York's most loved financial institution by helping our members build their best financial futures

The Member Experience & Operations Specialist is responsible for assessing the quality of all experiences within the Retail Channels Division. This role supports creating exceptional member experiences in all interactions as well as identifying opportunities to create efficiencies and streamline processes. The Service & Operations Specialist supports the Retail Channels’ management team in driving desired service experiences and operational excellence through evaluation of all member interactions, agent performance, and procedural adherence, making targeted recommendations for improvement and providing detailed feedback to leadership.

• Meets and set performance goals and demonstrate skills-based behaviors
• Evaluates assigned retail channels helping them to meet service experience, regulatory, compliance and operational performance objectives via proactive assessment and hands‑on involvement in current practices.
• Drives continuous service & operational improvement/innovation in a member centric culture.
• Serves as SME and as focal point for communication to and from the retail channels included, but not limited to member experience, operational effectiveness, best practices, controls, compliance, risk management, transaction process, policies, and procedures.
• Provide operational instruction, mentoring and oversight to branch associates, including designing and delivering operational training of our teammates
• Participates in design, implementation, and training of call monitoring formats and quality standards.
• Performs call monitoring (minimum of 6 calls per agent/month) and provides trend data to management teams.
• Utilizes operational metrics and sound analytics to identify control weaknesses, trends and/or processing issues, designs and executes plans to address/mitigate
• Schedules regular coaching session with agents to review call performance and provides on‑the‑spot coaching as needed.
• Develops action plans with management and agents to improve performance.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Works to mitigate losses and/or material risk exposures including regulatory, reputational and operational risk.
• Establishes a regular cadence to visit the branches to monitor for and address specific issues/concerns and complete required branch reviews including appropriate processes.
• Maintains and foster relationships with key line of business partners throughout the organization.
• Collaborates with peers and partners to enhance operational processes and the overall member experience.
• Recommends and drives process improvements identified through call monitoring and overall trend reporting.
• Participates in member listening programs to identify member needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates calibration sessions for retail channels management team.
• Provides feedback to retail channels Assistant Managers and Managers on overall opportunities for agents.
• Prepares and analyzes internal and external quality reports for management staff review.
• Supports the cross‑sales culture in the department; educating members on…