Customer Experience Specialist I

MAX Credit Union•Montgomery, AL

12d

About The Position

This role is responsible for providing prompt and professional support to members regarding their accounts, transactions, debit/credit card issues, and general service needs. The specialist will aim to resolve concerns during the initial contact, collaborating with internal departments when necessary. Key responsibilities include opening and maintaining service-related accounts with accurate documentation, proactively identifying member needs and recommending financial solutions to meet cross-sell goals, and maintaining a thorough understanding of Credit Union services and promotions. The role requires effective communication, a member-first mindset, and adherence to security protocols and company values.

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.
Follows 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.
Maintains a member first mindset.
Upholds core values and builds team member and customer relationships.
Completes all training as required.

Nice To Haves

Takes initiative to resolve member concerns during the initial contact when possible.
Collaborates with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up.
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 responds to member phone calls, providing support for account inquiries, transaction assistance, debit/credit card issues, and general service needs.
Takes initiative to resolve member concerns during the initial contact when possible. Collaborates with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up.
Opens and maintains all service-related accounts. 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.
Utilizes effective verbal communication and tone, adapting style to each member interaction. Maintains a friendly, courteous, and empathetic demeanor across all touchpoints.
Balances time between live interactions and offline tasks, meeting productivity and occupancy goals. Prioritizes daily responsibilities with attention to detail and accuracy.
Acts as a trusted advisor, showing empathy, professionalism, and genuine care for member needs. Seeks feedback and continuously improves service delivery.
Follows security protocols when handling member data and account access. Reports suspicious activity and maintains compliance with internal and regulatory standards.
Supports peers through knowledge sharing and positive engagement.
Maintains a member first mindset.
Upholds core values and builds team member and customer relationships.
Completes all training as required.
Performs other duties as assigned.