Member Experience Coach

FirstLight Federal Credit Union; El Paso (TX); On-site; USD 99,000 - 148,000; Full time

Job summary

FirstLight Federal Credit Union is seeking a Member Experience Coach to lead MRM practices and deliver member-focused service improvements at the Administration Building in El Paso, TX. The role emphasizes developing training that supports the credit union’s vision of improving lives and achieving dreams.

The MEC will provide leadership feedback from service observations and surveys, drive initiatives to elevate member experience, and collaborate with leaders to embed member-centric workflows

Qualifications

• Five years of MRM experience in the financial industry.
• Two years of management experience including at least one year of supervising.
• Bachelor’s degree in business or related field is required.

Responsibilities

• Lead the implementation and effectiveness of Member Relationship Management (MRM) practices.
• Develop and deliver member experience training aligned with the credit union’s strategy.
• Provide feedback from observations and surveys to improve service quality.
• Collaborate with leaders to enhance member experience across internal and external members.

Skills

MRM experience

Leadership experience

Training development

Education

Bachelor's degree in business/management or related field

Job description

Job Details: Job Location: Administration Building - El Paso, TX 79924, Position Type: Full Time, Education Level: 4 Year Degree, Salary Range: $98,783.40 - $148,175.10 Salary, Job Category: Training, In this leadership support role for FirstLight Federal Credit Union, the Member Experience Coach (MEC) is focused on establishing a culture that creates an exemplary member experience.

Providing this member-centric approach, the MEC is accountable for effective and targeted execution of the Member Relationship Management (MRM) and exceptional service delivery practices throughout the credit union. The member-centric approach is encompassing of both the internal and external members. The MEC ensures that training initiatives support the Credit Union’s vision of “Improving Lives & Achieving Dreams” for its internal/external members.

The role looks for opportunities to enhance the member experience and service delivery by advising management of processes and workflows that may affect member experience. This role incorporates the credit unions core values by developing member experience skills training based on its member centric strategies.

Provides all leaders of the credit union feedback from observations and surveys conducted on the quality of member service provided by the credit union management and staff.

Qualifications:

• EDUCATION: Bachelor’s degree in business, management or related field or any combination of education and experience.
• REQUIRED EXPERIENCE: Five (5) years of MRM experience in the financial industry, to include:
  • Two (2) years management experience to include at least one year of managing through subordinate supervisors.