Member Experience Coordinator

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.

The Member Experience Coordinator is a crucial asset within SkyOne Federal Credit Union, serving as the connective bridge between the Member Contact Center (MCC) and Digital Member Experience (DMX) teams to elevate overall service delivery. This onsite role is responsible for managing sales and incentive reporting while overseeing departmental quality assurance, ensuring all service channels are aligned to deliver a consistent and exceptional member experience.

As a key contributor to the Credit Union's development objectives, the Coordinator coaches and trains frontline staff across the Member Contact Center and DMX teams, fostering a culture of excellence, accountability, and continuous improvement. The role requires maintaining comprehensive, up-to-date knowledge of all banking products and services; monitoring individual and team performance; and coordinating telemarketing initiatives and special campaigns to enhance member engagement and drive results.

This position focuses on improving operational efficiency, driving sales performance, and ensuring that every member interaction-whether remote or in-branch-is meaningful, impactful, and aligned with SkyOne's service standards. The Member Experience Coordinator must also be capable of assuming and supporting branch responsibilities as needed, including providing coverage to ensure continuity of service for team members and members.

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.

• 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.

If you think this job aligns with your requirements, then submitting an application is simple. Good luck!