Member Experience Lead — Service & Growth

FirstLight Federal Credit Union; El Paso (TX); On-site; USD 52,000 - 65,000; Full time

Job summary

FirstLight Federal Credit Union is seeking a Member Experience Supervisor to oversee the El Paso center, ensuring excellent member service in person, by phone, or virtually. You will manage daily activities, coach staff, and coordinate scheduling to maintain adequate coverage.

You will train staff on all products, regulatory compliance, and credit union policies, while handling member questions and escalations. A focus on security, loss reporting, and process improvement will be essential.

Qualifications

• Three (3) years of financial institution experience with supervisory exposure.
• External hires must complete Certified Financial Counselor certification within one year of hire date.

Responsibilities

• Manage daily center/department activities and ensure superior member service onsite, virtually or by phone.
• Monitor service quality and coach staff through live or recorded observations.

Skills

Coaching

Mentoring

Team leadership

Education

High School diploma or equivalent

Certified Financial Counselor certification

Job description

FirstLight Federal Credit Union is seeking a Member Experience Supervisor to oversee the El Paso center, ensuring excellent member service in person, by phone, or virtually. You will manage daily activities, coach staff, and coordinate scheduling to maintain adequate coverage.

You will train staff on all products, regulatory compliance, and credit union policies, while handling member questions and escalations. A focus on security, loss reporting, and process improvement will be essential.