e-Branch Senior Member Experience Consultant (Contact Center), Retail Sales and Service

e-Branch Senior Member Experience Consultant (Contact Center), Retail Sales and Service Are you ready to combine technical expertise with exceptional member care? At Dutch Point Credit Union, we’re transforming how members connect with their finances — and we’re looking for a Senior Member Experience Consultant to lead the way. In this role, you’ll deliver outstanding service across digital banking channels and a fast-paced contact center environment — supporting members via phone, text, chat, email, ITMs, and online/mobile banking tools. You’ll handle complex inquiries, troubleshoot technical issues, mentor team members, and help create seamless experiences that make every point of interaction matter. What You’ll Do: Deliver friendly, efficient, and accurate support to members across multiple digital channels and in a contact center environment. Serve as a trusted advisor, helping members understand financial products and select solutions that meet their goals. Guide members through the consumer loan origination process, including loans secured by real estate. Provide advanced technical troubleshooting for online banking, mobile apps, and ITMs, collaborating with technical teams as needed. Guide members through digital transactions like account management, bill payments, and transfers. Mentor and coach team members on digital tools, contact center processes, and technical support skills. Act as a point of escalation for complex or unresolved member concerns, ensuring issues are resolved effectively. Partner with Retail, Lending, Brand, and Digital teams to improve processes, boost engagement, and enhance member satisfaction. What We’re Looking For: Experience delivering member or customer service in a digital banking or contact center environment. Strong troubleshooting skills for digital platforms, ITMs, and mobile applications. Proven ability to manage complex member inquiries and deliver positive outcomes. A mentor’s mindset — passionate about developing others and leading by example. FiCEP certification and CCUFC designation (or willingness to obtain within six months). Excellent communication skills and a drive to create exceptional member experiences. Why You’ll Love Working Here: At Dutch Point, you’re more than an employee — you’re part of a team that’s all in, all together. We invest in your growth, embrace innovation, and empower you to do work that matters. Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential. Demonstrate and support Dutch Point Credit Union values and service standards. Deliver outstanding service to members through digital channels, including phone, email, online banking, mobile applications, and ITMs. Address and resolve high-level, complex member concerns with a focus on achieving positive outcomes and maintaining high satisfaction levels Provide advanced technical support for online and mobile banking applications and ITM services. Diagnose and resolve complex issues, including system errors and functionality problems. Collaborate with technical teams for issue escalation and resolution. Provide expert advice and guidance to members on a range of financial products and services, ensuring tailored solutions that meet their needs. Educate members on financial products, budgeting, and savings strategies to support their financial goals. Guide members through digital transactions such as account management, bill payments, transfers, and loan applications. Ensure accurate and efficient processing of transactions. Educate members on the use of digital banking tools, ITMs, and available services. Provide in-depth explanations of features and assist members in leveraging these tools for their banking needs. Collaborate with others in Retail Sales and Service, Lending, Brand and Digital to identify and implement initiatives aimed at improving member satisfaction and engagement. Mentor and train experience team members on digital banking tools, ITM operations, and technical troubleshooting. Provide guidance and support to enhance their skills and performance. Invite and provide member feedback to identify areas for improvement and opportunities for innovation in service delivery. Contribute to the development and refinement of processes, policies, and procedures to enhance operational efficiency and member satisfaction. Work closely with other departments, including lending and digital teams, to ensure a consistent and high-quality member experience across all touchpoints. Ensure compliance with relevant laws and regulations, including the Bank Secrecy Act (BSA). Foster a welcoming atmosphere for members and staff, ensuring all interactions are supportive. Serve as a point of escalation for complex or unresolved member concerns, providing expert guidance and resolution. Perform opening and closing duties, ensuring procedures are followed and the branch is ready for daily operations. Maintain and protect all sensitive data utilizing the highest standard of confidentiality and professionalism. Achieve targeted sales goals and revenue targets. Demonstrate expertise in providing valuable financial advice and solutions that meet member needs. Positively influence member financial wellness through effective advocacy and education, measured by member engagement. Resolve technical issues related to digital applications and ITMs accurately and within established timeframes. Ensure effective solutions and minimal disruption to member services. Contribute to the knowledge and skill development of team members, as measured by collective team performance, Identify and implement process improvements that enhance efficiency and member experience. Maintain a strong record of compliance with regulatory requirements. Drive member adoption of digital banking platforms and services. Demonstrate peer-leadership skills in mentoring Retail Sales and Service staff to achieve organizational goals and objectives. Consistently ensure a hospitable atmosphere, making all member interactions positive. Efficiently resolve escalated member concerns, demonstrating expertise and efficiency. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. High school diploma or equivalent required; Associate’s degree in business, information technology, or a related field preferred. Significant experience in customer service or technical support within a banking or financial services environment. Experience with online, mobile banking platforms, and ITMs is required. Advanced technical troubleshooting skills for digital banking applications and ITMs. CUNA Financial Counseling Certification Program (FiCEP) and CCUFC Designation required or must be obtained within the first 6 months. Excellent verbal and written communication skills, capable of articulating complex information clearly. Strong analytical and problem-solving abilities, with a track record of resolving challenging member issues. In-depth knowledge of financial products, and services, with a strong understanding of credit union operations and regulations. Excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization and with external partners. Deep commitment to delivering outstanding member experiences and fostering long-term relationships. Ability to mentor and guide team members, with a focus on developing their skills and supporting their growth. Proven ability to work collaboratively with cross-functional teams and influence positive change. Knowledge of regulatory requirements and internal compliance standards, with the ability to ensure adherence in all operational aspects. Customer Focus: A strong commitment to understanding and meeting the needs of customers/members, delivering exceptional service, and building long-term relationships based on trust and satisfaction. Drive for Results: A results-oriented mindset with a focus on achieving goals and objectives, taking initiative to overcome obstacles, and continuously striving for excellence in performance and outcomes. Problem Solving: The ability to identify issues, analyze root causes, and develop effective solutions to complex problems, demonstrating creativity, critical thinking, and sound judgment. Developing Others: A commitment to developing the skills, knowledge, and capabilities of team members through coaching, mentoring, feedback, and opportunities for growth and advancement. Decision Quality: The ability to make sound decisions based on a blend of analysis, wisdom, experience, and judgment. Considers the impact of decisions on members and the organization. Other Requirements: Work a minimum of two Saturdays a month. This full time position offers full benefits package, Health/Dental/Vision, matching 401K, paid Holidays, Vacation, Sick. Free Parking, and more! If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you! Please apply today! EDUCATE / SERVE /DELIGHT Our Brand Values Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves. Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change. REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members. Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities. Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships. Dutch Point Credit Union -Your vision/ our guidance Job Type: Full-time Pay: $24.00 - $28.00 per hour Benefits: 401(k) 401(k) matching AD&D insurance Bereavement leave Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Opportunities for advancement Paid sick time Paid time off Prescription drug insurance Profit sharing Referral program Retirement plan Tuition reimbursement Vision insurance Work Location: In person