Member Experience Associate - Virtual Teller - Contact Center

Lake Trust Credit Union; Brighton (MI); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Financial wellbeing services

401(K) matching up to 5%

Reduced health insurance

Employee wellbeing services

DE&I initiatives

Work-life balance

Job summary

The Lake Trust Credit Union in Brighton, MI seeks a Member Experience Associate for our Contact Center. This role blends in-person service with a hybrid schedule, focusing on delivering the best member experience, cross-selling products, and building lasting member relationships.

You'll greet members, act as a financial coach, educate on loans and cards, and collaborate with teammates to reach Lake Trust goals while adapting to changing priorities.

Qualifications

• High School Diploma or GED required.
• 1–2 years building member/customer relationships with cross-selling in financial/retail.

Responsibilities

• Greet members proactively and identify needs through active listening.
• Act as a financial coach, seek cross-sell opportunities to enhance member loyalty.
• Educate members on loans and credit card products; originate, process and close loans.
• Collaborate with peers to achieve Lake Trust goals.

Skills

Active listening

Cross-selling

Teamwork

Financial coaching

Customer relationships

Education

High School Diploma/GED

Job description

Member Experience Associate - Virtual Teller - Contact Center

Note: This position is located in our Contact Center in the Brighton, MI Headquarters building. Typical schedule 10:00am-7:00pm. Additionally, one Saturday/month 9:00 a.m.- 1:00p.m. Hybrid schedule (2 days remote, 3 days in person) available at 6 months!

More Than A Job!

Why do you work each day? To us, our jobs are not just something we do to make a living, it’s a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn’t measured in dollars and cents, it’s seen in our communities and felt by the people who believe in us.

Benefits Include

• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life balance

Job summary

The Member Experience Associate is passionate about delivering the best Member Experience to our members! This team member will uncover needs, inspire possibilities, and deliver solutions to advance our members’ financial success. This person must be adaptable with a strong sense of teamwork. They will cross-sells products and service and will build and deepen member relationships by providing the Best Member Experience. Member Experience Associates will be expected to support onstage operations and help to reach and exceed Lake Trust goals.

What you’ll do

• Proactively greet and interact with members as they enter the Credit Union. Through active listening and asking open ended, highly impactful questions you will uncover member needs to best assist them in meeting those needs.
• Be a financial coach to our members!Look for opportunities to maximize member loyalty, building and deepening the member’s relationship by assessing member’s total financial picture and offering solutions to advance their financial success.
• Coach and mentor peers by working collaboratively and promoting teamwork in order to achieve Lake Trust goals.
• Demonstrate positive behaviors that promote high morale, cooperation and enthusiasm.
• Educate members on consumer loans and credit card products.Originate, process, and close on consumer loans.Advise on opportunities to advance members’ financial well-being by looking for cross-sale opportunities and acting as a financial coach to members.

What you’ll bring

• High School Diploma/GED is required
• Minimum of 1-2 years job-related experience demonstrating success in building member/customer relationships by successfully cross selling products within a financial institution or retail environment.

What you’ll get

We know that pay and benefits are important. And, we’ve really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you’ll enjoy:

• Working with an energetic team focused on making our members wildly successful
• An opportunity to work with others that have your back every step of the way
• Opportunities to make a difference both inside and outside of our walls
• Being treated like you are more than the work you do
• Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.