Member Experience Officer (Easton, MD)

Educational Systems Federal Credit Union; Easton (MD); On-site; USD 48,000 - 66,000; Full time

Job summary

Educational Systems FCU is seeking a proactive Member Experience Officer to deliver exceptional service and cross-sell credit union products. You will help manage daily branch operations when the Assistant/Branch Manager is unavailable and support growth initiatives through campaigns and community outreach.

The ideal candidate will listen to member needs, resolve concerns, drive sales, and maintain a high-quality service culture. Flexible hours, including weekends and evenings, are required.

Qualifications

• High school diploma or GED; Associate degree preferred.
• Minimum three years financial institution experience.
• One year supervisory experience preferred.
• Experience selling and cross-selling products in a financial institution.
• One year outside sales and/or business development preferred.
• Ability to perform intermediate mathematical calculations.
• Excellent verbal and written communication skills.
• Notary must be completed within 6 months of employment.
• Ability to function in a financial institution branch environment and use standard office equipment.

Responsibilities

• Provide information on all Credit Union services and effectively cross-sell products.
• Manage day-to-day branch operations in the absence of the Assistant Manager/Branch Manager.
• Support membership and asset growth through sales campaigns and community outreach.
• Ensure a positive member experience by listening and addressing needs, including after-hours and weekend support.

Skills

Sales & cross-selling

Customer service

Verbal & written communication

Interpersonal skills

Notary readiness

Mathematical calculations

Education

High school diploma or GED

Associate degree preferred

Job description

Join Our Dynamic Team

Educational Systems FCU has proudly served the education community for over 70 years. With over $1.4 billion in assets and 95,000 members, we're a fast-growing credit union who knows who we are, who we serve, and where we are going. Our core purpose is serving the education community, and we are proud of our values: trustworthy, excellence, collaborative, empowering and caring. Our vision is to make financial wellness and stability accessible for all the communities we serve. Our success is a result of our Ambassador's commitment to making a difference each day and helping the members of the education community achieve their financial goals and dreams.

About Our Exciting Career Opportunity

We are currently seeking a highly motivated individual with strong service, operational, sales and interpersonal skills to join our dynamic team as a Member Experience Officer. The Member Experience Officer provides a variety of sales and service functions such as providing information on all Credit Union services and effectively cross-selling the products and services that meet the member's specific needs. The Member Experience Officer is responsible for managing the day-to-day operations of the branch in the absence of the Assistant Manager (where applicable) and Branch Manager. The Member Experience Officer supports the Credit Union's membership and asset growth goals by participating in sales campaigns and community outreach events as determined by the Branch Manager.

The ideal candidate will ensure members have a positive and seamless experience by actively listening to their needs, addressing concerns, and advocating for their best interests. The Member Experience Officer creates an exceptional experience for members, ensuring their satisfaction and loyalty, interacts with members to understand their needs, resolve their concerns, and enhances their overall experience with the Credit Union.

Must have flexibility to work extended hours, at other branch locations, and support the Contact Center with call volume. Work hours may include weekends and evenings.

If you enjoy being a sales and service role model and creating and maintaining a sales culture in a fast paced branch environment, we want to hear from you!

Required Qualifications

• High school diploma or equivalent GED. Associate degree preferred.
• Minimum three (3) years financial institution experience required.
• One (1) year supervisory experience preferred.
• Must have experience selling and cross- selling products or services in a financial institution.
• One (1) year experience in outside sales and/or business development preferred.
• Ability to perform intermediate mathematical calculations.
• Must have excellent verbal and written communication skills.
• Must complete process to become a notary within 6 months of employment.
• Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, 10 key calculator, fax, copier, telephone, etc.