Member Experience Consultant

Ashlandcu; Lexington (KY); On-site; USD 38,000 - 46,000; Full time

Job summary

Ashland Credit Union in Lexington, KY is seeking a dedicated Member Experience Consultant to engage members, assess their financial needs, and recommend solutions. This role emphasizes delivering a superior member experience and adherence to security and compliance standards.

The position requires a High School Diploma or equivalent and operates Monday through Friday, 8:00 am to 5:00 pm, within a fast-paced service environment.

Qualifications

• Active listening to identify member needs and offer appropriate solutions.
• Strong customer service skills with the ability to handle inquiries.
• Clear communication in a fast-paced environment.

Responsibilities

• Engage members through active listening to identify financial needs and recommend products or services.
• Create a positive member experience and loyalty by responding to needs with service and sales channels.
• Identify and mitigate risk by following security, compliance, and policies while maintaining confidentiality.
• Be a brand ambassador in all interactions with members and staff.
• Participate in required compliance and behavioral training for excellent performance.
• Utilize outreach and conversations to maximize member interactions and actions.
• Perform additional responsibilities as assigned by leadership.

Skills

Active listening

Customer service

Communication

Education

High School Diploma or Equivalent

Job description

Career Opportunities with Ashland Credit Union

A great place to work.

Careers At Ashland Credit Union

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At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast‑paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey…Own it!

About Us:

Ashland Credit Union is a non‑profit and member‑owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary:

ACU has an exciting opportunity for a Member Experience Consultant to join our Member ExperienceDepartment in Lexington, KY. This position will understand and execute on ACU’s
strategic mission through the consistent application of policy, procedures, member experience behaviors, and financial wellness conversations.

Job Responsibilities:

• Engage members through active listening to accurately identify their financial needs and recommend appropriate products, services, or solutions.
• Create a great member experience and solidify ACU loyalty by effectively responding to member needs with both service and sales channels. This includes being proactive with members and offering solutions to members as they related to their relationship with ACU.
• Identify and mitigate risk by following all security, compliance, and operational policies, exercising sound judgment, and maintaining confidentiality at all times.
• Be a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
• Actively participate in all required compliance and behavioral skill training that equip one for excellent job performance
• Utilize available resources such as outbound calls, financial wellness conversations, targeted outreach campaigns and center of influence activities to capitalize on each member interaction.
• Perform additional responsibilities or projects as assigned by senior leadership or management to support branch and organizational goals

Education & Experience Requirements:

• High School Diploma or Equivalent

Required Skills & Abilities:

Ability to work effectively in a fast‑paced environment, manage multiple priorities, and maintain
accuracy.

Ability to work Monday thru Friday 8:00 am to 5:00 pm

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.