Location: Lockport,NY, USA
Position Summary:
Responsible for championing the member experience by acting as a resource in the development of promotional programs, tools/campaigns, training/development programs, and cultivating partnerships with line of business partners to deepen member relationships and enhance their experience in conjunction with the Marketing, Retail, and Lending Teams. The Member Experience Ambassador will be relied upon to provide insight into the management of the service planning process and various strategic initiatives supporting Cornerstone.
Essential Duties and Responsibilities:
* In collaboration with business partners, create programs to enhance the member experience through member onboarding, and member surveys
* Performs journey mapping on all products and services that interface with the member including in-person, phone, and digital.
* Helps to track member complaints across the organization while making suggestions to change processes that may have created the issue.
* Performs coaching with staff involved in the complaint to make sure they understand the correct actions that should have been taken to avoid future issues.
* Provide updates and progress of projects to Senior Leadership
* Support and facilitate a training curriculum that provides the foundation for the staff to provide a unique and exceptional member experience throughout the organization.
* Helps to develop and support internal campaigns to inspire team members to build member relationships through resources, communications, training, reporting, and employee recognition.
* Supports Retail and Lending initiatives to further member relationships.
* Attend community outreach activities as assigned.
* Other duties as assigned.
Knowledge, Skills, and Abilities:
* Highly resourceful team player, with the ability to be effective independently; self-motivated, confident, and handle multiple tasks effectively.
* Desire to build strong relationships with teammates, business partners, and specialists through collaboration.
* Exceptional training, facilitation, and ability to present information in a charismatic and engaging way.
* Deep understanding of how a credit union functions, and the value it brings to its members and community. This includes understanding of what a Cooperative is, as that is the business model of all credit unions.
* Has a thorough knowledge of products and services with the ability to educate team members.
Knowledge, Skills, and Abilities continued:
* Excellent interpersonal communication skills and be able to establish working relationships and interact effectively with a wide range of individuals, members, and vendors.
* Advanced knowledge of Microsoft Office, including Word and Excel.
* Continual learner and problem solver.
* Ability to communicate effectively both orally and in writing and generate grammatically correct written reports, letters, memorandums, etc.
* Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response.
* Ability to problem solve and provide solutions to member issues.
Confidentiality:
Employees are required to maintain the confidentiality of all sensitive Cornerstone CFCU, members, employees, and proprietary information both during and after their employment. If an employee has a question about the confidentiality of a particular matter, they should consult with their Manager/Supervisor or Human Resources. Any violation of this rule may subject the employee to disciplinary action, up to and including termination of employment.
Qualifications:
* Associates degree required; Bachelor's preferred.
* 3+ years of member service experience required.
* Experience with training and leading small groups of people.
* Experience within the financial services industry required.
* Experience with report building and analysis.
* Bondable upon initial employment and continue to be bondable throughout the term of employment.
Physical Requirements:
The functions of the position are usually performed sitting but may require some amount of time standing. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying and other movements may be required. Tasks involving working on a computer keyboard, typewriter, calculator, cutting, labeling and taping involve extensive wrist and hand movements. All individuals are required to be able to perform these movements without significant risk of injury to themselves or others.
EOE Race/Sex/Vet/Disability
Cornerstone CFCU is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Cornerstone CFCU is committed to diversity, and values the ways in which we are different.