Role: This position will assist the Manager Member Experience Center in the coaching and development of staff in order to retain a motivated, professional staff ensuring the Credit Union reach its goals and expectations. In addition this position will answer calls and provide support as needed to ensure the daily operations are met. 

Major Duties and Responsibilities

Assist with the coaching and development of Member Experience Center staff 

• Assist the Manager with the training and development of staff on department functions and Blaze policies and procedures. 
• Assist Manager with monitoring calls including escalated calls and needed research to ensure service standards are maintained. 
• Communicate performance issues and/or employee recognition to Manager as needed. 
• Write assigned annual reviews as determined by Manager. 
• Assist Manager in meeting branch NetPromoter Score (NPS) and department iNPS to ensure superior level of Member service. 
• Assist with timecard approval as needed. 
• Act as an example to staff by upholding Blaze’s values, mission, and goals. 
• Be an ambassador for Blaze thru modeling the BlazeWayzs as well as mentor Member Experience Center staff to achieve as well.
• Assist with NPS follow up
• Complete team schedule on a biweekly basis
• Assist with monthly audit reports  

Support Member Experience Center staff by helping with their incoming telephone calls and electronic messages to assist with determining members’ needs and provide positive feedback.

• Ensure staff is aware of how to complete necessary computing and recording procedures to provide requested services (balance inquiries, transfers, Certificates of Deposit) and to maintain account records. 
• Train staff on how to research, resolve and respond to members’ questions and disputes (NSF, ATM, check clearing procedures, etc.) according to Blaze policy and procedure.
• Ensure staff understands how to process members’ financial transactions and responds to inquiries in a timely, accurate manner. 
• Ensure that staff are held accountable to providing service and information in a pleasant, professional, and efficient manner via telephone, email, fax, and web chat. 
• Provide technical support to staff to ensure they understand Blaze’s automated account access products and can resolve issues related to internet banking, access, visa online, and billpay  

Act as a Member Experience Rep as needed by answering incoming telephone calls and electronic messages in a professional manner to determine members’ needs to provide services and promote positive relationships 

• Complete necessary computing and recording procedures to provide requested services (balance inquiries, transfers, Certificates of Deposit) and to maintain account records. 
• Research, resolve and respond to members’ questions and disputes (NSF, ATM, check clearing procedures, etc.) to ensure proper follow up and member satisfaction. 
• Process members’ financial transactions and responds to inquiries in a timely, accurate manner. 
• Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone, email, web chat. 
• Provide technical support to members for automated account access issues related to internet banking, access, visa online, and billpay

Other Duties

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Exhibit Blaze’s Core Value’s: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back
• Regular and predictable attendance
• Perform other duties as assigned to support effective department operation

Experience/Education/Certifications/Licenses

• Minimum 2 year college degree in business or a related field preferred
• Minimum 3 - 4 years of similar or related financial service experience / leadership experience preferred

Demonstrated Knowledge

• Strong customer service, sales, and relationship building skills
• Professional, high-energy, enthusiastic team player
• Ability to work in a fast-paced environment and manage multiple tasks
• Computer skills, including Microsoft Word and Excel
• Excellent problem-solving and analytical skills
• Organized, detail oriented 
• Ability to adhere to internal and external policy and regulations 
• Ability to handle sensitive, confidential information 

Communication Skills

Ability to proactively respond to members/staff to problem solve based on guidelines; written communications are based on templates but can be modified. 

Physical Requirements

Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs. 

Weekly schedule includes Saturday hours

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.  

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations.

The salary range for this position is: $67,718-$75,000/annually. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.