Member Experience Coordinator

SkyOne Federal Credit Union•Hawthorne, CA

34d

About The Position

Join SkyOne Federal Credit Union as a Member Experience Coordinator and become a vital part of our mission to enhance the lives of our members. You will have the unique opportunity to design and implement meaningful financial solutions tailored to individual needs, making a genuine impact in their lives. This role empowers you to foster relationships built on integrity and respect, allowing you to innovate and provide exceptional service. Your contributions will directly affect member satisfaction and engagement, creating rewarding experiences that resonate with our core values. Every day will present new challenges that inspire you to think creatively and push boundaries within the credit union industry. If you are ready to make a difference and elevate the member experience, we want to hear from you. Embrace this chance to drive positive change and be part of a dynamic team at SkyOne. Your role as a Member Experience Coordinator The Member Experience Coordinator is a crucial asset within SkyOne Federal Credit Union, bridging the MCC and DMX teams to enhance overall service delivery. This role involves managing sales and incentives reporting while overseeing departmental quality assurance, ensuring that all service channels are aligned to provide a consistent and exceptional experience for our members. As a key contributor to the Credit Union's development objectives, the Coordinator coaches and trains frontline staff in the Member Contact Center and DMX team, fostering a culture of excellence. They maintain up-to-date knowledge of all banking products and services, monitor staff performance, and coordinate telemarketing and special activities to boost engagement. Reporting directly to the Member Experience Operations Manager, this position is dedicated to continually improving operational efficiency and driving sales within the department, ensuring that every member interaction is meaningful and impactful. What matters most To excel as a Member Experience Coordinator at SkyOne Federal Credit Union, candidates must possess a blend of strong interpersonal and analytical skills. Essential functions include fostering a service-focused culture that aligns with our mission and values while coaching MCC and DMX team members to achieve performance goals. Proficiency in using various reporting and performance analysis tools is vital for tracking incentives and monitoring quality assurance across all member interaction channels. The ability to effectively communicate and collaborate with different departments enhances operational alignment, making the role of liaison crucial. Familiarity with compliance standards, such as BSA and OFAC, is important for ensuring regulatory adherence. Additionally, candidates should be adept at leading onboarding and ongoing training sessions, aligning these with departmental goals. A proactive approach to recommending process improvements and managing member feedback is essential for creating a culture of continuous enhancement and accountability within the team.

Requirements

Minimum 2 years of experience in a financial institution, preferably in a support or coordination role.
Effective coaching and mentoring skills.
Effective training and team leadership experience.
Excellent member service, interpersonal, written, and telephone communication skills.
Strong analytical, organizational, and strategic thinking skills.
Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint, Co Pilot); experience with SDF ( internal member relationship management tool) , Symitar, MeridianLink, and QA platforms preferred.
Proven ability to manage multiple priorities, meet deadlines, and deliver positive results.
Must have a high level of interpersonal skills to handle sensitive and confidential situations.
Ability to exercise discretion and sound judgment.
Must possess a superior level of member service, be a positive role model for staff, and demonstrate a high level of commitment to the organization.
Detail-oriented with a strong commitment to accuracy and quality.
Strong knowledge and understanding of financial products and services.
Working knowledge of related compliance/regulations within are of responsibility, including BSA, OFAC, etc.
High level of discretion, professionalism, and confidentiality.

Responsibilities

managing sales and incentives reporting
overseeing departmental quality assurance
coaches and trains frontline staff in the Member Contact Center and DMX team
maintaining up-to-date knowledge of all banking products and services
monitoring staff performance
coordinating telemarketing and special activities to boost engagement
fostering a service-focused culture that aligns with our mission and values
coaching MCC and DMX team members to achieve performance goals
tracking incentives and monitoring quality assurance across all member interaction channels
effectively communicate and collaborate with different departments enhances operational alignment, making the role of liaison crucial
leading onboarding and ongoing training sessions, aligning these with departmental goals
recommending process improvements and managing member feedback