SchoolsFirst Federal Credit Union · 3 hours ago
Real Estate Service Experience Specialist II
Tustin, CA
Full-time
Hybrid
Mid Level
$37.14/hr - $55.72/hr
3+ years expSchoolsFirst Federal Credit Union is dedicated to providing exceptional service and is looking for a Real Estate Service Experience Specialist II to enhance the Member experience. This role involves supporting the coordination of Member-focused initiatives, managing Member journeys, and contributing to process improvements to optimize service delivery.
Finance
Responsibilities
Serves as a liaison between Real Estate Lending and Marketing, and internal partners to support the coordination and execution of Member-focused initiatives
Assists with project coordination and implementation to ensure clear communication, alignment across stakeholders, and the successful delivery of Member-centric programs that enhance the overall Member Experience
Manages Member journeys, identifying service bottlenecks and areas for improvement
Leverages internal and external systems to detect patterns in technology, processes, and communication, presenting actionable recommendations to management
Contributes to the development, collection, and analysis of key metrics that track Member needs and service trends, providing insights and recommendations to drive continuous improvement in service delivery
Supports and advises management team members in implementing best practices that enhance the member experience
Conducts preliminary research for projects focused on improving the Member and team member experience, ensuring seamless alignment with business unit goals
Gathers critical information through interviews, workshops, and documentation to guide process improvements
Reviews calls to identify need for improvement in service quality
Presents findings to management and leadership and collaborates on transitioning to improved processes that enhance overall service quality and operational performance
Identifies and implements process changes that optimize service delivery, improving operational efficiency while enhancing the Member experience
Supports training and development initiatives for the real estate area, helping create impactful training materials and ensuring the consistent implementation of call quality standards for both inbound and outbound calls
Collaborates cross-functionally with departments to enhance the Member experience across all touchpoints, ensuring alignment and effective communication throughout the organization
Reviews, edits, and refines communication materials for clarity, effectiveness, and consistency, ensuring high-quality interactions with Members and team members
Serves as a subject matter expert to enhance communications and messaging in designing and optimizing user interfaces and communication touchpoints to streamline the Member journey and improve overall engagement
Creates and distributes newsletters and communications to keep team members and Members informed about relevant updates and initiatives
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties
Qualification
Required
High School Diploma or GED required
3-5 years relevant experience in lending (real estate preferred), process improvement, project support, and/or Member experience
Experience developing and creating training programs
Experience analyzing service survey responses and Member feedback to drive insights and service improvements
Advanced MS office skills
Proficient in Visio or Lucidchart and Smartsheet
Knowledge of Encompass and Blend platforms, Interaction Desktop, and IC Business Manager
Strong foundation in credit union philosophy, Member service and Member experience
Strong verbal and written communication skills
Strong analytical, problem-solving, and project management skills
Ability to work well with others (team members and management) and collaborate effectively across teams
Ability to work independently, multi-task effectively and meet deadlines
Critical thinking skills
Supports the organization's mission of helping Members; acts as a Member advocate
Expertise in identifying trends, pain points, operational concerns and risks for Member experiences and refers matters to management and appropriate business units
Ability to understand and identify regulatory issues and regulations
Well-organized with high attention to detail and ability to prioritize
Basic knowledge of best practices and methodologies for conducting investigations, including interviewing, gathering and analyzing data, and reports
Demonstrated ability to handle personal, confidential, sensitive and complex information and matters with composure, mature judgment and utmost discretion
Preferred
Associate's Degree or equivalent years of experience preferred
Company
SchoolsFirst Federal Credit Union
Since our founding in 1934, we have been singularly focused on one thing: providing world-class personal service and financial security to our Members.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Terry Agius
CEO
Dana Schuller
Chief Administrative Officer
Recent News
Cal State Long Beach
2023-12-22
2022-08-19
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