Member Experience Quality Specialist

WHO WE ARE:
TruStone Financial is a full-service, member-owned credit union that provides simple yet competitive financial tools to empower our members' financial well-being. Founded by teachers in 1939, TruStone Financial has since grown to the second-largest credit union in Minnesota and our 550+ employees serve more than 200,000 members across 23 locations in Minnesota and Wisconsin. Our vision is to create exceptional financial experiences, and to do that we need our exceptional people! Join our growing team and help us deliver on our mission to engage, educate and inspire our members to achieve lifelong financial well-being.

WHAT YOU'LL DO:
Enhance the credit union's delivery of exceptional member experience related to service, problem resolution, and follow-up. Proactively addresses member and non-member feedback provided to the credit union and focuses on building, strengthening, and repairing member relationships in coordination with other member service efforts to build the TruStone brand and to live our Core Values.

WHAT YOU'LL BRING:
Availability to work 40 hours per week Monday through Friday between the hours of 8:00am - 5:00pm at our Burnsville Administrative Office; exempt.

In addition:

• Associate's degree or equivalent work experience.
• 3+ years of work experience in customer service and/or broad-based financial services in a role(s) that required superior communication and problem-resolution skills demonstrated through all service channels. Phone, email, and social media platforms, preferred.
• Previous PC experience, Microsoft Office preferred.
• Excellent organizational and written communication skills to include the ability to communicate complex information in a clear, concise and professional manner to a wide variety of audiences.
• Strong customer service skills.
• Ability to remain calm, composed, tactful and respectful even in difficult situations.
• Ability to work independently while displaying initiative and decision-making skills.
• Ability to participate and contribute in team environments.
• Good judgment and decision-making skills.
• Ability to handle multiple projects simultaneously, stay organized and meet regular and changing deadlines.
• Willingness to address social media comments and questions during off hours, including after-hours and on weekends.
• Compliance with the Bank Secrecy Act and all its provisions.
• Ability to pass a pre-employment drug test and various background checks.
• Regular and reliable attendance at the workplace.

WHAT WE OFFER:

The salary range for this position is $Min to $Mid per hour/year. In addition, we offer:

• Competitive pay and incentive programs for all positions.
• Health insurance with the ability to choose which plan option is best for you - a Traditional Health Plan or Health Savings Plan.
• Affordable dental and vision insurance coverage.
• Earn 22 days of paid time off annually for full-time employees with an equivalent accrual for part-time employees - and, the longer your tenure, the more PTO you'll have to enjoy.
• 10+ paid holidays each year.
• Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
• 401(k) with 50% employer match on the first 6% you contribute - plus, after one year of service, an additional 3% safe harbor employer contribution that is immediately 100% vested regardless if you are contributing or not.
• Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account.
• Employer-paid Short Term and Long Term Disability benefits.
• Employer-provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents.
• Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees).
• Career development opportunities - including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more.
• Special employee discounts when you join TruStone Financial as a credit union member.
• Employee activities, events, discounts, and many other great benefits and perks!

TruStone Financial Credit Union is an Affirmative Action and Equal Opportunity Employer of Protected Veterans, Individuals with Disabilities and all Protected Classes.