Member Experience Specialist
Ozark Federal Credit Union
2438 Katy Ln, Poplar Bluff, MO 63901
Job Responsibilities
- Responsible for all member service department and telephone information center personnel. Responsible for mentoring, performance evaluations, and training of these employees.
- Create, or assist in the creation of, policies and procedures for the member service function. Ensure that policies and procedures reflect external rules and regulations and are communicated to, and implemented by all staff.
- Respond to technical and operational questions or problems from credit union staff and make appropriate referrals, recommendations, suggestions, etc.
- Respond to complex or problematic member questions or problems as appropriate and ensure the highest quality of member service and satisfaction.
- Develop a sales program to cross‐sell products.
- Hold periodic staff meetings. Identify areas for improvement, changes in procedures, new developments, or changes in services or products. Keep staff up to date on trends and general credit union information.
- Prepare and disseminate information pertaining to credit union trends, security issues, operations, regulations, and services to department staff on a regular basis.
- Conduct or assist in conducting market research on industry trends. Recommend programs and projects beneficial to the credit union and its members as a result of research, trends, member satisfaction surveys, etc.
- Consistently maintain and improve skills and knowledge for efficient service delivery.
- Assist/develop, implement, and maintain operational procedures to maximize efficiency and quality of work and to provide consistent quality service to members.
- Oversee the implementation of new products and services that pertain to operations.
- Routinely audit employee’s work for mistakes.
- Other tasks assigned by management
Benefits:
- 401(k)
- Bereavement leave
- Dental Insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
- Reports to: Operations Manager
- FLSA Status: Hourly, non-exempt
Experience: 5 years experience
Work Location: In-person + Travel Required
Salary Range: $60,000 - $80,000