Member Experience Specialist I

Kirtland Federal Credit Union•Albuquerque, NM

1d•Onsite

About The Position

Kirtland Credit Union is seeking a full-time Member Experience Specialist I for its MaxQ Branch. This is a regular, 100% on-site position. The role creates exceptional member experiences by developing and maintaining member relationships, resolving problems, and performing a broad range of member service functions, including teller transactions, cash handling, account maintenance, and opening accounts. The specialist also identifies member needs and refers appropriate consumer loan, credit card, and KFS products and services. The position provides professional service to members and coworkers, answers questions, presents product and service options, performs routine account maintenance, processes teller transactions in accordance with regulations and internal compliance expectations, and assists with basic money-management matters. The specialist coordinates with other departments and management, supports other branches or departments as needed, attends required meetings, and keeps management informed about branch activities and significant problems.

Requirements

High school diploma or equivalent.
At least one year of cash handling experience.
At least one year of sales and customer service experience.
Proven member service skills and the ability to resolve problems independently or escalate them as needed to promote member satisfaction.
Experience identifying customer needs and providing solutions professionally.
Basic skills in identifying and assessing member needs and building and maintaining relationships that earn member trust.
Strong analytical and financial skills.

Nice To Haves

Bachelor’s degree.
Previous lending or sales experience.
Experience with IRAs and other consumer deposit products.
Prior sales experience with individual performance or sales goals that were routinely met or exceeded.

Responsibilities

Create, develop, maintain, and enhance member relationships and provide an exceptional member experience.
Resolve member problems and requests promptly, seeking outcomes that work for both the member and the Credit Union.
Perform member service functions, including teller transactions, cash handling, account maintenance, and opening new accounts.
Generate referrals for consumer loans, credit cards, and KFS services.
Meet with members, assess their financial needs, and present relevant product or service options.
Maintain basic knowledge of deposit and consumer loan products and services.
Complete account maintenance tasks, including check orders and debit cards.
Answer member questions, gather information, offer options, and solve problems or escalate when needed.
Process teller transactions and place appropriate holds in accordance with regulations and internal compliance expectations.
Maintain basic knowledge of IRA accounts and consult with members about basic money management and financial matters as appropriate.
Use and follow KCU lobby management and MXS staffing models.
Maintain the Credit Union’s quality and professional reputation.
Coordinate and communicate effectively with departments and management.
Assist other branches, departments, and coworkers as needed.
Attend meetings as required.
Keep management informed about branch operational and sales activities and significant problems.