Member Service and Solution Manager

at  FIRST TECHNOLOGY FEDERAL CREDIT UNION

DESCRIPTION

The Member Service and Solution Manager works directly with members and effectively partners with internal business units throughout First Tech to resolve concerns, deliver member feedback, and provide operational recommendations to continually improve the members’ experience.

Primary Responsibilities:

• Monitor, resolve, respond to complaints, and create engagement from multiple member feedback channels including but not limited to phone interactions, messaging, chat, social media, and Regulatory Agencies
• Utilize records of member interaction including call records, text and voice analytics, system history and remarks, and survey results to provide feedback and recommendations for improvement to the Member Lifecycle journey to key stakeholders and internal partners
• Provide support to all business units with developing, executing, and reporting on external surveys
• Measure top of funnel brand awareness and brand health through voice of member data activities
• Use root cause trend analysis to create and implement improvement strategies at various levels of impact

EXPERIENCE AND EDUCATION REQUIREMENT:

• Minimum Education: Bachelor’s degree or equivalent experience
• Minimum 1 year experience in a member/customer success role, preferably within the financial services industry
• Experience in interfacing with cross-functional teams
• Efficient, well-organized, able to effectively prioritize to manage a variety of duties and meet deadlines
• Strong business communication skills; able to write/speak clearly and negotiate professionally for a variety of audiences
• Highly organized with proven expertise managing multiple complex projects
• Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
• Proven commitment in meeting or exceeding member service expectations
• Excellent listening skills with ability to ask probing questions to determine member needs and overcome objections
• Ability to foster strong internal and external business relationships
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A
  Location: Rocklin Corporate Location, Rocklin, CA 95765 (HYBRID)
  Target Compensation: $60,500 - $74,250 + annual bonus

Benefits options include:

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

• Monitor, resolve, respond to complaints, and create engagement from multiple member feedback channels including but not limited to phone interactions, messaging, chat, social media, and Regulatory Agencies
• Utilize records of member interaction including call records, text and voice analytics, system history and remarks, and survey results to provide feedback and recommendations for improvement to the Member Lifecycle journey to key stakeholders and internal partners
• Provide support to all business units with developing, executing, and reporting on external surveys
• Measure top of funnel brand awareness and brand health through voice of member data activities
• Use root cause trend analysis to create and implement improvement strategies at various levels of impac