Member Experience Coach

Global Credit Union; Glendale (AZ); On-site; USD 57,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with match

Employee Assistance Program (EAP)

Paid time off & holidays

Job summary

Global Credit Union is seeking a Member Service Officer to support all MSC queues, assist in onboarding and nesting of new hires, and drive member-focused service excellence. The role emphasizes coaching, real-time issue resolution, and process improvements to enhance the member and employee experience.

Responsibilities include mentoring during the nesting period, resolving escalations, and participating in ongoing training to uphold service quality across all channels.

Qualifications

• Passion for helping people and the drive to build relationships that meet member financial goals.
• Strong communication and personnel management skills.
• Ability to effectively ask open-ended questions, problem solve and provide solutions.

Responsibilities

• Support all queues and contact channels in the Member Service Center; resolve member interactions and escalations.
• Maintain knowledge of credit union services, policies, and MSC functions.
• Provide prompt, professional, knowledgeable, and courteous member service.
• Support nesting program and onboarding from day 15 to day 90 for new hires.
• Deliver real-time quality support to nesting specialists and handle escalations.

Skills

People skills

Strong communication

Message & problem solving

Open-ended questioning

Coaching/mentoring

Education

High school diploma

Job description

Global Credit Union is seeking a Member Service Officer to support all MSC queues, assist in onboarding and nesting of new hires, and drive member-focused service excellence. The role emphasizes coaching, real-time issue resolution, and process improvements to enhance the member and employee experience.

Responsibilities include mentoring during the nesting period, resolving escalations, and participating in ongoing training to uphold service quality across all channels.