Member Experience Specialist (Part-Time)

Cfe Federal Credit Union • Lake Mary, FL

37d

About The Position

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits do not drive us and never have. Since 1937, we have been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We are looking for people who not only want to do meaningful, challenging work, but who also have a heart for service Summary: The Member Experience Specialist will help build out the experience management process utilizing Qualtrics and Power BI based on the collection and review of member feedback. This role will support monitoring and maintenance of our credit union service program, rewards and recognition, and pre-approval campaigns.

Requirements

• High School diploma or equivalent
• 3+ years of experience in relevant field or industry with member service
• In-depth knowledge and experience in all areas of service and products serviced to our members
• Proficient in Microsoft Suite Products
• ARCU,Power BI,Synapsys, and Qualtrics

Responsibilities

• Organize member and team member feedback, including NPS trends, Innovation L.A.B., and other feedback channels for all levels of the organization.
• Reviewing tickets from the service feedback loop to identify gaps in the member experience by measuring against the Service Behaviors of the Core Values.
• Assist in developing and scheduling survey distributions.
• Build and improve effective reporting methods and participate in efforts to continually improve data collection and analysis, identify discrepancies, and make recommendations in the survey software.
• Data entry and order processing to support our team member rewards and recognition program.
• Maintain adherence to deliverables for preapproval and deposit campaigns.
• Analyze reports in ARCU, Power BI, Synapsys, and Qualtrics to identify areas that need focus or additional training.
• Serve as a backup for multiple departmental responsibilities.
• Participate in special assignments/projects as needed.
• Performs other duties as assigned by leadership.

Benefits

• 401k with profit sharing contribution
• Comprehensive medical, dental and vision coverage from leading insurance providers
• Continuing education and up to $5,000 in tuition assistance annually
• Generous vacation and sick pay
• Paid parental leave and volunteer time off
• Major holidays off including Federal holidays that many other industries don't observe
• Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED