Customer Experience Specialist I

MAX Credit Union•Montgomery, AL

1d•$35,016 - $52,524

About The Position

This role is responsible for providing prompt and professional support to members regarding their accounts, transactions, card issues, and general service needs. The specialist will aim to resolve concerns during the initial contact, collaborating with internal departments when necessary. Key aspects include opening and maintaining service-related accounts with accurate documentation, proactively identifying member needs, and recommending financial solutions to meet cross-sell goals. The position requires maintaining knowledge of Credit Union services, including online banking and digital tools, and staying updated on promotions. Effective communication, empathy, and a member-first mindset are crucial. The role also involves balancing live interactions with offline tasks, meeting productivity goals, and adhering to security protocols and regulatory standards. Supporting peers and upholding core values are also important functions.

Requirements

Effective verbal communication and tone, adapting style to each member interaction.
Friendly, courteous, and empathetic demeanor across all touchpoints.
Ability to balance time between live interactions and offline tasks, meeting productivity and occupancy goals.
Attention to detail and accuracy in prioritizing daily responsibilities.
Ability to act as a trusted advisor, showing empathy, professionalism, and genuine care for member needs.
Ability to follow security protocols when handling member data and account access.
Ability to report suspicious activity and maintain compliance with internal and regulatory standards.
Ability to support peers through knowledge sharing and positive engagement.
Member first mindset.
Uphold core values and build team member and customer relationships.
Completion of all required training.

Nice To Haves

Takes initiative to resolve member concerns during the initial contact when possible.
Collaborates with internal departments when escalation is necessary.
Ensures documentation is accurate and compliant.
Proactively identifies member needs and recommends relevant financial solutions.
Consistently meeting cross-sell goals through personalized service and a consultative approach.
Maintains working knowledge of Credit Union services including online banking, wire transfers, and digital tools.
Stays current with promotions and new offerings.
Seeks feedback and continuously improves service delivery.

Responsibilities

Promptly and professionally respond to member phone calls, providing support for account inquiries, transaction assistance, debit/credit card issues, and general service needs.
Resolve member concerns during the initial contact when possible, and collaborate with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up.
Open and maintain all service-related accounts, ensuring documentation is accurate and compliant.
Proactively identify member needs and recommend relevant financial solutions, consistently meeting cross-sell goals.
Maintain working knowledge of Credit Union services, including online banking, wire transfers, and digital tools, and stay current with promotions and new offerings.
Utilize effective verbal communication and tone, adapting style to each member interaction, and maintain a friendly, courteous, and empathetic demeanor.
Balance time between live interactions and offline tasks, meeting productivity and occupancy goals, and prioritize daily responsibilities with attention to detail and accuracy.
Act as a trusted advisor, showing empathy, professionalism, and genuine care for member needs, and seek feedback to continuously improve service delivery.
Follow security protocols when handling member data and account access, and report suspicious activity while maintaining compliance with internal and regulatory standards.
Support peers through knowledge sharing and positive engagement.
Maintain a member first mindset.
Uphold core values and build team member and customer relationships.
Complete all training as required.
Perform other duties as assigned.