Member Experience Coach

FIRSTLIGHT FEDERAL CREDIT UNION • El Paso, TX

3d • $98,783 - $148,175 • Onsite

About The Position

The Member Experience Coach (MEC) is a leadership support role at FirstLight Federal Credit Union focused on establishing a culture that delivers an exemplary member experience. The role is accountable for effective, targeted execution of Member Relationship Management (MRM) and exceptional service delivery practices throughout the credit union, for both internal and external members. The MEC ensures training initiatives support the credit union’s vision of “Improving Lives & Achieving Dreams.” The role identifies opportunities to enhance member experience and service delivery by advising management about processes and workflows that may affect the member experience. It also develops member experience skills training based on the credit union’s member-centric strategies and provides leaders with feedback from observations and surveys concerning the quality of member service provided by management and staff.

Requirements

• Bachelor’s degree in business, management, or a related field, or an equivalent combination of education and experience.
• Five years of Member Relationship Management (MRM) experience in the financial industry.
• Two years of management experience, including at least one year managing through subordinate supervisors.

Responsibilities

• Help establish a culture that creates an exemplary member experience.
• Ensure effective and targeted execution of Member Relationship Management (MRM) and exceptional service delivery practices throughout the credit union.
• Ensure training initiatives support the credit union’s vision of “Improving Lives & Achieving Dreams” for internal and external members.
• Identify opportunities to enhance the member experience and service delivery.
• Advise management about processes and workflows that may affect the member experience.
• Develop member experience skills training based on the credit union’s member-centric strategies.
• Provide credit union leaders feedback from observations and surveys on the quality of member service provided by management and staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager