Member Experience Coach

In this leadership support role for FirstLight Federal Credit Union, the Member Experience Coach (MEC) is focused on establishing a culture that creates an exemplary member experience.

Providing this member-centric approach, the MEC is accountable for effective and targeted execution of the Member Relationship Management (MRM) and exceptional service delivery practices throughout the credit union. The member-centric approach is encompassing of both the internal and external members. The MEC ensures that training initiatives support the Credit Union's vision of "Improving Lives & Achieving Dreams" for its internal/external members.

The role looks for opportunities to enhance the member experience and service delivery by advising management of processes and workflows that may affect member experience. This role incorporates the credit unions core values by developing member experience skills training based on its member centric strategies.

Provides all leaders of the credit union feedback from observations and surveys conducted on the quality of member service provided by the credit union management and staff.

EDUCATION: Bachelor's degree in business, management or related field or any combination of education and experience.

REQUIRED EXPERIENCE: Five (5) years of MRM experience in the financial industry, to include:

Two (2) years management experience to include at least one year of managing through subordinate supervisors.

FirstLight Federal Credit Union is an Equal Opportunity and Affirmative Action employer. All qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, genetic information, or veteran status.