Member Experience Operations Specialist

POSITION TITLE: Member Experience Operations Specialist 

DEPARTMENT: Member Experience/Operations

CLASSIFICATION: Exempt 

APPROVED BY: CEO

WAGE GRADE: 10       

SALARY RANGE: $55,735.68 - $69,669.60

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Member Experience Operations Manager

POSITIONS SUPERVISED: NONE

POSITION PURPOSE

The Member Experience Operations Specialist supports the credit union’s mission by ensuring members receive consistent, high-quality service across all channels. This role focuses on operational excellence, process improvement, training support, and documentation management to enhance the overall member journey. The Specialist acts as a bridge between frontline staff, leadership, and support departments to streamline procedures, maintain compliance, and deliver a seamless member experience.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Operational Support
• Serve as the subject matter expert on member-facing systems, processes, and procedures.
• Monitor and analyze member interactions to identify trends, opportunities, and areas for improvement.
• Ensure processes are consistently applied across branches and remote channels.
• Maintain and update member service policies, procedures, and resources.
• Conduct on-site branch audits to ensure compliance and operational consistency
• Review audit findings, recommend updates to Member Experience Operations Manager, and partner with stakeholders to track and implement approved changes
• Serve as a resource center for branches and the contact center by handling escalated questions, creating documentation, and updating procedures
• Exercise independent judgment in determining whether deviations from procedures require escalation, revision, or immediate corrective action.
• Serve as the most seasoned subject matter expert within the Member Experience Operations team, providing authoritative guidance to frontline staff, supervisors, and managers.
• Provide direction and interpretation when policies, procedures, or situations are unclear or conflict with each other.

• Member Experience Enhancement
• Partner with frontline staff and leadership to resolve escalated member concerns with professionalism and empathy.
• Assist in implementing new technologies, tools, or programs that improve the member journey.
• Identify errors or inconsistencies in branch or contact center operations, independently determine root causes, and initiate corrective actions before issues escalate.

• Training & Documentation
• Create and maintain clear, user-friendly procedure guides and resources for staff.
• Support onboarding and continuous training for frontline and support staff.
• Collaborate with trainers and managers to ensure consistency in operational execution 
• Develop new workflows or decision models for complex or unique service scenarios that require interpretation of policy, judgment, and creative problem solving
• Conduct quality assurance checks on procedure documentation, training materials, and system updates to ensure accuracy and prevent errors prior to distribution.

• Data & Reporting
• Track and report on member experience KPIs, service trends, and operational performance.
• Provide recommendations based on data to improve efficiency and service quality.
• Assist in compliance monitoring to ensure regulatory and policy adherence.
• Synthesize complex data sets (member feedback, operational metrics, audit results) to uncover patterns that are not immediately visible and recommend strategic adjustments.
• Conduct scenario modeling by evaluating potential operational outcomes and presenting options with weighted risks, benefits, and probable impacts.

• Collaboration
• Work cross-functionally with operations, lending, IT, and other departments to resolve service-impacting issues.
• Act as a liaison between the Member Experience team and other business units.
• Collaborate across teams to manage, lead, and support key initiative projects.
• Work cross-departmentally troubleshooting sessions to resolve high-impact or ambiguous service issues, ensuring alignment across operations, IT, lending, and compliance.

PERFORMANCE MEASUREMENTS

• Percentage of procedures reviewed and updated within established timelines
• Number of documented process improvements implemented per quarter
• Number of systemic issues identified and corrected before member impact
• Reduction in repeat errors across branches / contact center
• Number of training sessions supported or delivered
• Reports delivered on or before deadline
• Clarity and usefulness of guidance provided to branches and support staff
• Timeliness of responses to branch/contact center inquiries
• Demonstrates accountability and ownership of outcomes
• Proactively identifies risks or improvement opportunities
• Adaptability to changes in systems and processes
• Quality of independent judgment in ambiguous situations

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

• Associate degree in business, finance, or related field preferred (or equivalent work experience).

REQUIRED KNOWLEDGE: 

• Understanding of products and services available at 4Front
• Knowledge of systems, technology and training resources.

EXPERIENCE REQUIRED: 

• At least two years of experience in financial services, preferably in a credit union or banking environment.
• Prior experience in operations, training, or member experience support is highly desirable.

SKILLS/ABILITIES: 

• Strong understanding of credit union operations, products, regulations and services.
• Excellent communication and interpersonal skills.
• High attention to detail with strong organizational and documentation abilities.
• Analytical mindset with ability to interpret data and recommend improvements.
• Proficiency with Microsoft Office Suite and core banking systems.
• Ability to adapt quickly to new technologies and process changes.
• Member-focused mindset
• Problem-solving and critical thinking
• Collaboration and teamwork
• Initiative and accountability
• Adaptability and continuous learning
• High independence and consultative direction

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: 

• Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: 

• Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS: 

• Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: 

• Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH: 

• Sedentary work; sitting most of the time. Exerts up to 50 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS 

• Primarily office-based with occasional branch visits. 
• Travel distances will be within branch network. 
• Standard business hours with flexibility for special projects or training sessions.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: 

• Ability to deal with a variety of variables under only limited standardization.
• Able to interpret various instructions.

MATHEMATICS ABILITY: 

• Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.

LANGUAGE ABILITY: 

• Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.
• Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to conduct training, communicate at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.