Member Experience Analyst (Hybrid) at GECU CREDIT UNION

El Paso, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Monitoring, Member Satisfaction, Data Analysis, Reporting, Process Optimization, Collaboration, Coaching, Training Facilitation, Adult Education, Communication Skills, Analytical Skills, Organizational Skills, Time Management, Compliance Knowledge, Problem Solving, Judgment

Industry

Banking

Description

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team! BASIC RESPONSIBILITIES Responsible for the monitoring and evaluation of employee member service delivery to ensure adherence to established policies and procedures while consistently creating positive experiences for our members. Plays a crucial role fostering member satisfaction and identifying areas of improvement across all organizational business units. TYPICAL DUTIES Monitors and evaluates service interactions through various channels and departments to maintain the desired level of excellence by understanding the overall functions of the various departments in the credit union. Reviews and analyzes Member Experience Scorecards, member feedback, and surveys to identify trends, patterns, and areas where member satisfaction, efficiency, and effectiveness can be enhanced. Prepare reports and presentations on member experience metrics, service levels, and areas for improvement to make data-driven recommendations. Collaborates with relevant departments to address issues promptly and effectively and refine and optimize member service processes. Works collaboratively with various departments to maintain quality service performance through meaningful and constructive feedback, mentoring and support via calibration meetings, written communication and phone interactions to individuals or groups to include leadership. Proposes enhancements to call monitoring and Member Experience processes, including documentation and reporting. Implements, and facilitates instructor led training programs and workshops, focusing on improving member engagement, communication skills, listening skills, soft skills, and empathy. Supports development of training programs and workshops. Maintains knowledge and understanding of external factors, trends, issues, best practices affecting the member experience, service and sales standards. Attends educational events, workshops, and training that will increase professional knowledge and be otherwise beneficial to the Credit Union. Identifies knowledge gaps and opportunities for employees and supervisors, supporting the development of the staff and the Member Experience training program. Identifies and reports non-compliance issues to management. Maintains knowledge and understanding of compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC). Other duties as may be assigned or required in connection with the general operation of the Credit Union. Qualifications CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS High school diploma or equivalent and two years similar or related experience. Proven experience in service, member relations, quality assurance, or a related area, with a focus on financial institutions. Self-motivated and capable of working independently and effectively to meet organizational and departmental needs. Contributes to the team culture and embodies GECU’s service and sales standards through positive motivation. Comprehensive knowledge of techniques and philosophies of adult education; specifically, participant centered learning. Exceptional presentation, oral, written, and interpersonal communication skills. Ability to achieve positive results through leadership, coaching, training, and influence. Strong analytical skills, including data interpretation and spreadsheet proficiency. Detail-oriented with proficient organizational skills, ensuring thorough follow-up as needed. Effective multitasking and time management skills to handle multiple tasks, priorities, projects and deadlines. Ability to perform work in a fast-paced environment with multiple interruptions Proficient in Microsoft Word, Excel, and PowerPoint with a working knowledge of Adobe software. Effectiveness in using Credit Union computer systems and software applications relevant to the role. A commitment to maintain confidentiality. Exercises considerable discretion and judgement. Uses problem solving techniques, sound judgement, experience, and job knowledge to resolve issues in an efficient manner. Ability to make decisions within policy as well as exercise good judgment outside of written policy. Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently. PRIMARY RESPOSIBILITY Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook. Hours of Availability: Monday - Friday 8:00 a.m.- 5:30 p.m. Schedule to meet membership and department needs This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.

Responsibilities

The role is responsible for monitoring and evaluating employee member service delivery to ensure adherence to policies while creating positive member experiences. This involves fostering member satisfaction and identifying areas for improvement across all organizational business units.