Title: Member Experience Officer

Department: Member Experience

Reports to: Call Center Sales Manager

FLSA: Non-exempt

Job Grade: 8

Job Purpose: Provides a positive experience for members through the voice channel using skills and techniques to ensure first-touch resolution. Utilizes troubleshooting techniques to solve member issues. Practices soft skills and empathy to ensure a high quality interaction. Develops critical thinking skills and strategies.

Essential Job Results:

JOB SPECIFIC RESULTS

1. Handles member questions and issues utilizing credit union tools, training, and knowledge to effectively solve difficult problems. Critical thinking and out-of-the-box solutions are required.

2. Engages appropriate staff in the decision-making process by communicating with the credit union support departments as necessary to solve member issues.

3. Delivers solutions to members with empathy in an expedient manner, explaining terms and conditions, documenting notes to files, accurately completing required documentation, file notes and disbursements, completing adverse action requirements and exploring expanding the member relationship based on account history and member needs.

4. Participates in member relationship expansion through the voice channel, keeps informed of current trends in consumer trends, and maintains necessary licenses to stay abreast of ongoing sales initiatives.

5. Uses appropriate identity verification process to ensure member identity is protected.

GENERAL MEMBER CONTACT STAFF RESULTS

1. Maintains account records by updating member information accurately.

2. When helping members, expands the member relationship with the credit union by answering inquiries, actively informing members of new services and product promotions, exploring members needs, and generating referrals to other staff as appropriate.

GENERAL STAFF RESULTS

1. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.

2. Engages in problem resolution by clarifying the members and/or employees complaint; determining the cause of the problem; selecting and explaining the best solution to solve

the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.

3. Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.

4. Complies with federal, state and local regulations and legal requirements by adhering to requirements.

5. Maintains professional and technical knowledge by maintaining an awareness of competitors rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.

6. Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.

KEY COMPETENCIES:

1. Builds critical thinking skills and shows willingness to troubleshoot complex issues
2. Uses empathy and soft skills for members in possible distress
3. Demonstrates understanding of the Member Experience mission statement
4. Professionalism in all communications.
5. Commitment to the Credit Union movement and philosophy.
6. Integrity in all actions.
7. Ability to identify the needs of the member and provide services to meet those needs.
8. Accountability to established metrics and performance goals.
9. Demonstrate the following key leadership attributes: Collaboration and Teamwork, Professional Responsibility, Planning for the Future, Development of the Team, Courage and Respect.

MINIMUM REQUIREMENTS

• Two to five years of similar or related experience.
• High school diploma or equivalent.
• Ten-key calculator, general PC and computer keyboarding experience.
• Ability to communicate with others one-on-one, fielding questions and responding to complaints.
• Strong, friendly voice and demeanor, good diction.
• Ability to add, subtract, multiply and divide all units of measure using whole numbers, fractions and decimals with American currency, and to apply these concepts to practical solutions.
• Ability to compute rate, ratio and percent with American currency, and to apply these concepts to practical solutions.
• Ability to define problems, collect data, establish facts and draw conclusions while dealing with a variety of abstract and concrete variables.
• Ability to write reports and correspondence.
• Ability to work independently.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to work indoors in a climate controlled office setting. The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

* The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically outlined in this description.

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UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran. UKFCU invites you to review the current "EEO Is the Law" poster as part of the application process. A link to the most current posters ishere. Please also see the 2015 Supplemental EEO Posterhere.

The Credit Union leadership recognizes that to achieve its vision and mission, it must embed the values of Diversity, Equity, and Inclusion (DEI) in all aspects of the Credit Union's work. Together, the staff, membership and communities are diverse and as such, the Credit Union must reflect and respect that diversity. The Credit Union's leadership recognizes and believes when an organization's leadership and staff are representative of the people that it serves, it can better meet its vision and mission. Further, the Credit Union leadership believes that it benefits when diverse perspectives are represented, respected and included among the discourse and decision-making that takes place at the Credit Union, and with and among its staff, membership and communities.

Applications are only accepted through our online application system. However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contactto let us know the nature of your request. Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements. (Maximum of two days remote, three days in-office). To be eligible for the program, employees must complete a minimum of 6 months of continuous, regular employment, be in good standing, and submit a formal hybrid work application prior to being eligible for hybrid work, pending supervisor approval. Work schedules will be established by the employee's supervisor according to business needs. Working locations and schedules may be altered at management discretion.