Member Experience Coach & Service Leader

Jobtailor; Spokane (WA); On-site; USD 42,000 - 58,000; Full time

Job summary

Jobtailor in Spokane, WA is seeking an experienced Member Service Center professional to provide comprehensive support across queues, coach new hires through the nesting period, and drive ongoing member service excellence. You will guide onboarding, help members with products and services, and contribute to organizational improvements.

The role emphasizes leadership, relationship-building, and delivering prompt, courteous service while ensuring knowledge of credit union policies and processes.

Qualifications

• High school diploma or equivalent.
• Passion for helping people and building relationships to meet financial goals.
• Strong verbal and written communication and personnel management skills.
• Ability to ask open-ended questions, problem solve, and provide effective solutions.

Responsibilities

• Provide assistance across all MSC queues.
• Assist nesting period support for MSC employees.
• Educate on new products, services, technology, and programs.
• Contribute to growth through leadership and goal attainment.
• Support all queues and contact channels in MSC.
• Maintain knowledge of credit union services, policies, and MSC functions.
• Provide prompt, professional member service.
• Support nesting program from day 15 to day 90 for new hires.
• Deliver real-time quality support to nesting specialists.
• Lead member recovery activities related to complaint management.
• Provide ongoing coaching and support to contact center staff.
• Recommend enhancements for MSC and organizational processes.

Skills

Communication skills

People management

Problem solving

Open-ended questions

Customer service

Education

High school diploma

Job description

Jobtailor in Spokane, WA is seeking an experienced Member Service Center professional to provide comprehensive support across queues, coach new hires through the nesting period, and drive ongoing member service excellence. You will guide onboarding, help members with products and services, and contribute to organizational improvements.

The role emphasizes leadership, relationship-building, and delivering prompt, courteous service while ensuring knowledge of credit union policies and processes.