Elements Financial · 3 weeks ago
Member Experience Specialist
Farm Bureau Building, Indianapolis, IN, US
Full-time
Hybrid
Senior Level
$18.44/hr - $27.65/hr
5+ years expElements Financial is a leading credit union serving over 100,000 members across the U.S. They are seeking a Member Experience Specialist to provide exceptional support to members through various electronic channels. The role involves troubleshooting, financial transactions, and collaborating with internal departments to enhance member experience.
BankingFinanceFinancial Services
Responsibilities
Ability to maintain high call quality; build rapport and provide exceptional service to members, using a courteous voice and keen listening skills
Process a variety of financial transactions while interacting with members via all electronic member channels
Ability to navigate a wide variety of internal systems to assist members
Identify unstated member needs by asking probing questions
Maintain in depth knowledge of all Elements products and services in order to provide members with a wide variety of product and service options
Ability to identify Red Flag situations and respond appropriately
Ability to identify and troubleshoot various member devices/operating systems to ensure digital excellence across multiple channels
Tier III level support. Works unresolved cases from contact center partner and for other internal departments such as loan servicing and card services
Build rapport and use relationship skills, representing Element’s in a professional manner with staff, and members
Work collaboratively with all areas of Elements Financial
Work closely with Member Experience Advocate to resolve basic to intermediate technical member concerns
Continue to develop knowledge of industry practices, products, and professional growth
Participate in appropriate learning opportunities to maintain expertise
Qualification
Required
High school diploma or equivalent
Ability to troubleshoot technical issues and evaluate the financial situation of each member to enhance their financial position
Proven track record of meeting or exceeding sales goals
Must be able to communicate clearly and professionally with members. Strong written and verbal communication skills
Must possess technology skills to assist members across multiple electronic channels
Demonstrate a proficient use of technology tools and possess knowledge of system navigation skills
Must have 5 or more years of financial institution, customer service or technical support experience and at least 3 years Contact Center Experience
Strong collaboration and organizational skills and the ability to follow-up as necessary
Ability to leverage skills, knowledge, and experience to invest in our community
Ability to foster an inclusive environment that promotes belonging
A focus on respect and excellent service to both external and internal (team) members
A proven track record of integrity with a demonstrated ability to build trust
Benefits
Additional bonus compensation and sales commission are earned in this role.
Company
Elements Financial
Elements Financial is a financial services provider company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
John Huesing
Chief Executive Officer
Recent News
2024-04-26
InvestmentNews
2024-04-26
2024-04-26
Company data provided by crunchbase