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Municipal Credit Union · 2 months ago

Member Experience & Operations Specialist

Cortlandt Street, New York, NY, US

Full-time

Onsite

Mid, Senior Level

$67K/yr - $83K/yr

5+ years exp

Municipal Credit Union (MCU) is a financial institution that has been serving its members for over 100 years, focusing on creating exceptional member experiences. The Member Experience & Operations Specialist is responsible for assessing and improving the quality of experiences within the Retail Channels Division, ensuring operational excellence and compliance while mentoring branch associates and driving continuous improvement.

BankingFinanceFinancial Services

Responsibilities

Meets and set performance goals and demonstrate skills-based behaviors

Evaluates assigned retail channels helping them to meet service experience, regulatory, compliance and operational performance objectives via proactive assessment and hands-on involvement in current practices

Drives continuous service & operational improvement/innovation in a member centric culture

Serves as SME and as focal point for communication to and from the retail channels included, but not limited to member experience, operational effectiveness, best practices, controls, compliance, risk management, transaction process, policies, and procedures

Provide operational instruction, mentoring and oversight to branch associates, including designing and delivering operational training of our teammates

Participates in design, implementation, and training of call monitoring formats and quality standards

Performs call monitoring (minimum of 6 calls per agent/month) and provides trend data to management teams

Utilizes operational metrics and sound analytics to identify control weaknesses, trends and/or processing issues, designs and executes plans to address/mitigate

Schedules regular coaching session with agents to review call performance and provides on-the-spot coaching as needed

Develops action plans with management and agents to improve performance

Uses quality monitoring data management system to compile and track performance at team and individual level

Works to mitigate losses and/or material risk exposures including regulatory, reputational and operational risk

Establishes a regular cadence to visit the branches to monitor for and address specific issues/concerns and complete required branch reviews including appropriate processes

Maintains and foster relationships with key line of business partners throughout the organization

Collaborates with peers and partners to enhance operational processes and the overall member experience

Recommends and drives process improvements identified through call monitoring and overall trend reporting

Participates in member listening programs to identify member needs and expectations

Provides actionable data to various internal support groups as needed

Coordinates and facilitates calibration sessions for retail channels management team

Provides feedback to retail channels Assistant Managers and Managers on overall opportunities for agents

Prepares and analyzes internal and external quality reports for management staff review

Supports the cross-sales culture in the department; educating members on products and services that meet their needs

Participates in initiatives as assigned by the operations management team, serving as a change agent to ensure quality of execution

Develops, implements and maintains strong operational policies and procedures for retail channels. Ensure all are up to date, available and distributed and trained in order to maintain a consistent member experience across the network

Ensures the most efficient delivery of products and services from the front line to the members through enhanced systems, streamlining policies/procedures, etc

Ensures proper cash levels at each location. Assist the retail management team with recommendations and guidance for cash orders to limit excess cash

Conducts random audits of retail channel locations, including cash audits, vaults, logs, negotiable instruments, instant issue, etc. to ensure consistency and accuracy in retail operations. Report findings to the Retail Experience Manager

Ensure all branch audits are conducted and recorded in accordance with state and federal guidelines as well as MCU’s policies and procedures. Assist branch management and leaders with formal audit responses when internal audits are conducted

Identify questionable actions, operational inefficiencies, and problems within the branch network

Build and maintain strong business partnerships with all back office personnel to work together to better improve member service while ensuring compliance with policies, rules and regulations

Supports training initiatives across Retail Channels

Adheres to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance

Assists in creating, implementing and maintaining an ongoing safe and sound branch operation across the entire branch network

Ensures consistency regarding compliance with all state and federal rules and regulations in all branch locations

Communicates consistently with key leadership of Retail Channels

Hosts operational meetings across the department

30% travel to the various retail branches

Supports and maintains ATM operations including alert management, hardware installation, and overall uptime and performance

Other duties as assigned

Qualification

Bank operations experienceAnalytical operational roleCustomer service experienceSupervisory experienceQuality AssuranceReport creationControl processes developmentTechnical supportVerbal communicationWritten communicationTeam collaboration

Required

Bachelor's degree preferred, or equivalent work experience

Minimum of 3 years of bank operations experience

Minimum of 3 years in member or customer service

Minimum of 5 years in an analytical operational role in a financial institution

Supervisory experience

Experience creating reports and identifying areas of focus based on report data

Experience developing and creating control processes in operations or experience in developing and creating control processes in audit

Call Center/Customer Service or similar or related experience along with Quality Assurance

Excellent verbal (including speech and listening), and written communication skills, (including spelling, grammar, punctuation)

Able to create a supportive and inclusive atmosphere within the department and team

Strong ability to support the team with questions and coach them on how to resolve member issues and respond to members

Advanced ability to assist members and staff with technical support of our website, online banking, bill pay and mobile app on multiple types of devices

Demonstrate a positive disposition, the ability to work independently or as part of a team and have a genuine interest in people and desire to help