In this leadership support role for FirstLight Federal Credit Union, the Member Experience Coach (MEC) is focused on establishing a culture that creates an exemplary member experience. 

Providing this member-centric approach, the MEC is accountable for effective and targeted execution of the Member Relationship Management (MRM) and exceptional service delivery practices throughout the credit union. The member-centric approach is encompassing of both the internal and external members. The MEC ensures that training initiatives support the Credit Union’s vision of “Improving Lives & Achieving Dreams” for its internal/external members. 

The role looks for opportunities to enhance the member experience and service delivery by advising management of processes and workflows that may affect member experience. This role incorporates the credit unions core values by developing member experience skills training based on its member centric strategies.

Provides all leaders of the credit union feedback from observations and surveys conducted on the quality of member service provided by the credit union management and staff.

Required Skills

Strong influential coaching and leadership, mentoring and analytical skills

In-depth sales & customer service focus and skills.  

Strong communication and relationship building skills

Ability to improve service delivery by identifying process/workflow issues

Ability to manage multiple priorities

Ability to plan, develop, and implement operational programs

Good supervisory and training abilities.

Professional appearance, dress, and attitude.

Strong organizational skills.

Able to operate related computer applications and basic business equipment.

Attention to detail, good listening skills.

Ability to determine and recommend activities in support of the member experience environment.

Above average ability using Microsoft applications to include Word, Excel, Power Point and Outlook

Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment.

Required Experience

Five (5) to Seven (7) years of MRM experience in the financial industry.

Two years management experience to include at least one year of managing through subordinate supervisors.

PLUS

Bachelor’s degree in business, management or related field or any combination of education and experience.

Strong influential coaching and leadership, mentoring and analytical skills

In-depth sales & customer service focus and skills.  

Strong communication and relationship building skills

Ability to improve service delivery by identifying process/workflow issues

Ability to manage multiple priorities

Ability to plan, develop, and implement operational programs

Good supervisory and training abilities.

Professional appearance, dress, and attitude.

Strong organizational skills.

Able to operate related computer applications and basic business equipment.

Attention to detail, good listening skills.

Ability to determine and recommend activities in support of the member experience environment.

Above average ability using Microsoft applications to include Word, Excel, Power Point and Outlook

Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment.