Sr. Member Experience Specialist

Chevron Federal Credit Union • ,

4d • $19 - $33 • Remote

About The Position

Senior-level position responsible for delivering excellent member experiences by responding to member and staff inquiries courteously, professionally, and accurately. Builds high-value member relationships and contributes to Credit Union growth by listening and engaging with members across multiple channels to help meet their financial goals. The role advocates for members, deepens relationships, resolves issues, and proactively reaches out to members in a fast-paced, diverse environment.

The role addresses member needs through proactive outbound calls, video banking, chat, and the inbound call center. It meets performance standards while providing exceptional service and complying with security, confidentiality, operational, and best-practice requirements. The specialist also develops and mentors other agents and assists with projects and initiatives.

Requirements

• At least 5 years of branch or call center experience.
• High school diploma, GED, or equivalent; an equivalent combination of education and experience may substitute for stated qualifications.
• Ability to write and speak effectively in English using correct spelling and grammar.
• Basic math skills, including computing rates, ratios, and percentages using a 10-key.
• Proficiency with basic applications in a Windows-based environment, including Outlook, Word, and Excel.
• Moderate keyboard skills of 40 words per minute.
• Ability to actively listen, fully capture needs, and match the member’s sense of urgency.
• Familiarity with Customer Relationship Management (CRM) and document storage systems.
• Excellent customer service skills.
• Ability to learn quickly, adapt to change, and learn specialized applications and systems.
• High integrity, initiative, and self-direction.
• Ability to communicate and collaborate effectively with people at all levels.
• Sound problem-solving and decision-making skills, including prioritization.
• Ability to understand and align with the stated core competencies: Growth Mindset, Diversity & Inclusion, Communication, Change Ready Leadership, Responsibility, Problem Solving, Tech & Data Savvy, and CU Business Acumen.
• Ability to use a computer extensively, up to eight hours per day, with appropriate vision, dexterity, and other physical abilities.
• Ability to occasionally push, pull, or carry objects weighing up to 20 pounds.
• Ability to speak and present by telephone or digital communication tools, including Zoom, Teams, or other video technologies.
• Ability to speak on the telephone for extended periods while handling high interaction volumes.

Responsibilities

• Identify growth opportunities and follow up to meet assigned individual and virtual growth targets.
• Process membership applications and collect initial deposits.
• Conduct video banking appointments.
• Identify ways members can earn more from their savings and proactively offer guidance.
• Identify member needs, deepen relationships, and promote products and services that support members’ financial satisfaction.
• Explain Credit Union services, membership requirements, savings products, and consumer loan products to members and prospective members by video or phone.
• Recognize member deposit and loan needs using knowledge of consumer products.
• Assess callers’ needs and provide information on Credit Union topics using strong policy, procedural, system, and operational knowledge.
• Handle complex member requests and work across Consumer and Real Estate Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires, and outbound-call workgroups.
• Engage members in conversations to assess needs, promote products and services, make referrals, and open additional accounts when appropriate.
• Educate members about financial goals, complex procedures, and self-service options; navigate available resources and direct members to relevant services and information.
• Troubleshoot and resolve member issues within assigned authority, meet service-level agreements, and escalate concerns to appropriate individuals when needed.
• Identify member-impacting trends through root-cause analysis, report them to appropriate business areas, and recommend improvements to management.
• Follow security and confidentiality protocols, operational procedures, and best-practice guidelines.
• Accurately and clearly document member interactions in the Customer Relationship Management system.
• Complete required security and regulatory online training modules.
• Stay current with emails, knowledgebase content, and Intranet materials.
• Develop and mentor other agents.
• Assist with projects and initiatives.
• Perform other duties as assigned.

Benefits

• Bonus and incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO
• Paid sabbaticals
• Tuition reimbursement
• Call Center Incentive Plan with quarterly, discretionary, performance-based incentives; total annual incentive opportunity capped at 10% of eligible earnings

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED