Member Experience Specialist

NextStep Federal Credit Union; City of Albany (NY); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Paid time off

Vision insurance

Job summary

NextStep Federal Credit Union is seeking a customer service oriented problem solver to help members with information, transactions, and guidance. The role emphasizes high-quality service without pushy sales, with training opportunities and potential advancement.

Responsibilities include assisting members, handling transactions, researching accounts, educating on products, and collaborating with management to resolve issues and support loan-related activities.

Qualifications

• No prior financial experience required; strong customer service record is a must.
• Willingness to learn and grow; training provided.
• Loans/financial products experience is a plus.

Responsibilities

• Answer inbound calls, provide information to and/or perform transactions for our members.
• Assist in-person members with transactions and questions.
• Process mail-in transactions.
• Daily balancing of cash drawer and checks received.
• Work as a team to complete opening/closing procedures and daily branch tasks.
• Perform account research for members, including debit/credit card transactions/declines.
• Assist members with accessing and using electronic services.
• Open new accounts and educate members on products and services to meet their needs.
• Coordinate with Branch Manager and Back Office on complex member issues.
• Discuss loan offerings and assist loan officers as needed.
• Actively listen to improve the member experience and propose relevant products.

Skills

Customer service

Problem solving

Communication

Job description

Tired of high-pressure sales goals & quotas that make it difficult to deliver the high-quality service you strive to provide your clients? Lower your stress and get ready to do your best work at NextStep Federal Credit Union. We’re looking for a customer service focused problem solver to help us work toward our goals of improving the lives of our members. No pushy sales, just the drive to provide quality service, solve problems, and offer honest, helpful advice. Come help us make a difference!

Immediate Responsibilities include:

• Answering inbound calls, providing information to and/or performing transactions for our members
• Assisting in person members with transactions and questions
• Processing mail-in transactions
• Daily balancing of cash drawer and checks received
• Working together as a team to complete opening/closing procedures and daily branch tasks

Eventual Responsibilities include:

• Performing account research for members, including debit and credit card transactions/declines
• Assisting members with accessing and/or using our electronic services
• Opening new accounts, and educating members on our products and services to ensure they are able to select the best option based on their needs
• Coordinating with the Branch Manager and Back Office staff to solve more complex member issues
• Discussing and educating members on our loan offerings, with the possibility of additional training to assist loan officers in taking new member loan applications
• Actively listening to help improve our member’s experience and relationship, offering relevant products to help alleviate financial friction in their lives

Educational Opportunities:

• Certified Credit Union Financial Counselor training available
• Other CUNA Certification training available if interested

No prior financial experience required, but a solid track record of delivering high quality customer service is a must. Advancement opportunities available to individuals who show a desire to learn & grow. Prior experience with Loans and Financial Products is a plus.

Job Type: Full-time

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance

Pay: $22.50 per hour