Senior Member Experience Consultant - Multi-Site

Dutch Point Credit Union; Middletown (CT); On-site; USD 37,000 - 43,000; Full time

Job summary

Dutch Point Credit Union in Connecticut seeks a Senior Member Experience Consultant to lead service excellence at the Middletown and Niantic branches. This flex role requires travel between locations and a focus on trustworthy, high‑quality member interactions.

You will coach team members, guide complex account and consumer-lending needs, and help drive branch performance through service, sales, and operational standards.

Qualifications

• Strong verbal and written communication abilities across diverse audiences.
• Analytical mindset with problem-solving and decision-making skills.
• Proven relationship-building capabilities with members and teammates.
• Experience coaching peers and leading by example.
• Knowledge of financial products, credit union operations, and applicable regulations.
• Ability to collaborate across teams and support community events.

Responsibilities

• Provide in-person service across Middletown and Niantic branches, including complex transactions and account servicing.
• Coach and mentor other Member Experience Consultants to reinforce service, sales, accuracy and compliance practices.
• Guide members through consumer loan origination and closing, and explain options within authority.
• Support branch leadership in daily operations and procedural compliance.
• Collaborate with Retail Sales, Lending, Brand and Digital teams to improve member satisfaction and service delivery.

Skills

Communication skills

Analytical thinking

Problem solving

Relationship building

Coaching/mentoring

Education

Bachelor’s degree in business/finance or related field

Job description

We’re looking for a Senior Member Experience Consultant to help lead service excellence in our Middletown and Niantic locations.

Be the Trusted Expert Members and Teammates Count On

Every member interaction is an opportunity to build trust, solve a problem, and help someone move closer to a financial goal. As a Senior Member Experience Consultant, you will provide comprehensive in-person service across our Middletown and Niantic branches, with assignments determined by staffing and business needs. This flex role requires adaptability and a commitment to delivering a consistent member experience at both locations. You will guide members through complex account and consumer-lending needs, coach teammates, and help lead day-to-day branch execution while contributing to the sales, service, and operational goals of each branch you support.

Why This Role Matters

Members rely on us for both everyday banking and important financial decisions. In this senior branch role, you will combine advanced service, lending, relationship-building, operational knowledge, and peer coaching to deliver solutions with confidence and strengthen the overall member experience.

What You’ll Own

• Deliver friendly, accurate, and comprehensive in-person service, including complex transactions, account opening and servicing, account maintenance, and required documentation.
• Serve as a point of escalation for complex or unresolved member concerns, using sound judgment and expertise to achieve timely, positive resolutions.
• Provide needs-based financial consultations and recommend products, services, budgeting approaches, and savings strategies that support members’ goals.
• Guide members through consumer loan origination and closing, including explaining options, evaluating requests within established authority, and reviewing required documentation.
• Coach and mentor Member Experience Consultants by sharing knowledge and reinforcing effective service, sales, referral, accuracy, and compliance practices.
• Provide day-to-day branch leadership support in the manager’s absence by coordinating workflow, assisting with escalations, and helping maintain service, sales, security, and operational standards.
• Support opening and closing duties, cash and negotiable-instrument controls, dual-control procedures, fraud prevention, exception handling, and required audits.
• Collaborate across Retail Sales and Service, Lending, Brand, and Digital to improve member satisfaction, engagement, and consistent service delivery.
• Contribute ideas that improve policies, procedures, efficiency, digital adoption, and the member experience.
• Follow all regulatory, BSA, OFAC, security, confidentiality, and operational requirements.

What Success Looks Like

• Members receive clear, practical solutions and consistently positive service.
• Complex concerns are resolved accurately and within established service expectations.
• Service, sales, referral, accuracy, compliance, and member-experience goals are consistently met or exceeded.
• Team capability improves through effective coaching and knowledge sharing.
• Consumer lending, branch controls, and opening and closing responsibilities are completed accurately and efficiently.
• Process improvements and digital-service education strengthen efficiency and member engagement.

Who Thrives Here

You may be a strong fit if you build trust quickly, communicate complex information clearly, take ownership of challenging situations, and enjoy balancing member service, sales, lending, operational responsibilities, and coaching in a fast-paced branch environment. You are dependable, flexible, and comfortable transitioning between multiple locations, adapting quickly to different teams, member needs, and branch workflows.

Must-Have Qualifications

• High school diploma or equivalent.
• At least four years of retail banking or financial-services experience.
• Demonstrated proficiency in branch transactions, account opening and servicing, consumer loan origination and closing, complex member issue resolution, and peer coaching.
• Experience originating real estate loans required. NMLS registration must be current or obtained within the first six months of employment.
• A consistent record of meeting or exceeding service, sales, accuracy, compliance, and member-experience standards.
• Excellent verbal and written communication, analytical, problem-solving, and relationship-building skills.
• Strong knowledge of financial products, credit union operations, and applicable regulations.
• Ability to work collaboratively across teams and support community events and business partnerships.
• Commitment to professionalism, confidentiality, continuous learning, and Dutch Point Credit Union Member Service Standards.
• Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.

Preferred Qualifications

• Bachelor’s degree in business, finance, or a related field.
• CUNA Financial Counseling Certification Program (FiCEP) and CCUFC Designation or willingness to obtain within the first year of employment.
• Experience in business development, networking, and leading community engagement events.
• Previous experience in a senior retail banking, branch leadership, senior banker, or lead member service role.

The Opportunity

This flex position is designed for an experienced financial services professional ready to serve as a trusted senior resource across the Middletown and Niantic branches. You will provide reliable coverage where needed, quickly integrate with each branch team, deepen member relationships, expand your lending and leadership impact, help teammates grow, and contribute directly to branch performance and continuous improvement.

Locations:

Flex Role serving Middletown and Niantic, Connecticut branches. Branch assignments will vary based on staffing and business needs.

Employment type:

Full-time; schedule may include evenings and weekends based on branch hours.

Salary Range:

$27.00 - $31.00 per hour

Work environment:

In-person member interaction, use of digital channels, and branch opening and closing responsibilities. The employee may be designated as a key holder and, when designated, must complete all required security and operational procedures. Branch assignments and schedule changes will be communicated as business needs arise.

Travel:

Regular travel between the Middletown and Niantic branches is required, along with reliable transportation and flexibility to adjust assigned locations based on staffing and business needs. Travel to other credit union locations may also be needed based on business needs.

Dutch Point Credit Union is an equal opportunity employer.