E-Member Experience Lead - First Alliance Credit Union

Position Summary

As the E-Member Experience Lead – Kiosk & Virtual Services, you will lead, coach, and supervise a dynamic team of ASK Advisors and Member Advisors who deliver exceptional service through Advisor Supported Kiosks, telephone, online, email, and chat channels. You will ensure the team provides superior member service, efficient transaction processing, and diligent fraud prevention, aligning their efforts with the mission, vision, and strategic goals of the credit union.

Essential Functions

• Leadership & Supervision: Oversee ASK Advisors (Kiosk based services) and Member Advisors (remote services channels), ensuring alignment with credit union objectives and maintaining high standards of member service excellence.
• Coaching & Development: Train, mentor, and coach team members to improve service delivery, operational efficiency, and adherence to fraud prevention protocols.
• Operational Management: Manage Kiosk cash levels and ensure timely ordering, tracking, and balancing of cash reserves to meet daily operational needs.
• Member Service Excellence: Ensure all transactions and member interactions are handled promptly and accurately, maintaining a member-first approach.
• Team Alignment & Engagement: Foster positive, member-centric team culture that aligns with the credit union’s vision, mission, and strategic objectives.
• Fraud Prevention & Security: Implement and enforce clear and effective fraud prevention protocols and security measures across Kiosks, phone, and virtual channels.
• Forward-Thinking Leadership: Actively contribute to the leadership team by providing innovative ideas to improve services and streamline processes, enhancing the member experience.
• Implementation: Successfully implement, new processes and services amongst the team to ensure sustainability, team member training and improved member experiences.
• Perform any other duties assigned by AVP of Retail Experience

Pay and Benefits

$25.34 per/hour (non-exempt)

There may be an increase of base pay based on skills and experience.

Benefits include: 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Requirements:

Competencies

The attributes listed below are representative of the knowledge, skills and/or abilities required.

• Education: 1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Experience: 5 years of Member Service Experience; Minimum of 1 year being in management preferred.
• Skills: Proficient in Microsoft Office; Strong understanding of fraud prevention practices in financial transactions; Ability to Manage cash levels and operational logistics efficiently; Proven experience in leading member service teams, preferably in financial services; Strong knowledge of Kiosks and virtual service delivery platforms.
• Member-Centric Service: Commitment to delivering superior member service and aligning with credit union’s mission and values.
• Communication: Excellent verbal and written communication skills, with the ability to explain complex financial concepts clearly and effectively; Excellent coaching, mentoring, and team-building skills; bilingual skills are a plus.
• Business Acumen: Strong understanding of the financial services industry and the ability to identify and act on business development opportunities.
• Collaboration: Ability to work effectively within a team and foster strong working relationships across departments

This role is ideal for a forward-thinking leader who is passionate about enhancing member experiences through innovative service delivery and operational excellence.

Success Metrics

• Attainment of goals for set forth annually, and aid in strategic goal attainment of the credit union.
• Required reports and records are accurate, complete and timely.
• The Credit Union’s professional reputation is conveyed and maintained.
• Help manage and minimize loss on fraud through established fraud protocols, and well-trained staff.
• Team member retention and performance.

Professionalism/Attitude

• Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.
• Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.
• Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.
• Displays an on-going commitment to learning and self-improvement in areas that are job and/or organization relevant.

Leadership

• Embodies the credit union’s core values: Trust, Compassion, Inclusivity/Diversity, Innovation, Empowerment, Stewardship, and Flexibility. 
• Takes initiative to be involved in networking opportunities in the community.
• a desire to make a positive impact through financial education and advocacy.

·        Generates innovative ideas, and creative solutions to challenging problems.

• Models’ behavior that builds inter-personal trust and personal integrity within the team.
• Offers to take additional responsibilities contributing to the success of the team.

Performance Measurements

1. Core Values: Overall outlook toward First Alliance Credit Union’s Core Values is strong, and continual commitment to the credit union’s culture.
2. Job Knowledge: Maintain a strong understanding of job knowledge and ability to perform the essential duties and functions of the position. Maintain or exceed acceptable level of training requirements. Understand how this role and performance of duties impacts the company’s success. Continually seek training and development to improve job knowledge. Maintain an understanding of related jobs and functions.
3. Employee Management: The degree to which the supervisor creates a positive management environment.  The ability to motivate employees, preserve high morale, and supervise with fairness and consistency.
4. Member Experience: The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, vendors, contractors, and legal counsel etc.
5. Problem Solving: The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.
6. Business Development: The degree to which results are demonstrated in developing new business, generating leads, expanding the client base, and developing revenue opportunities.
7. Decision Making/Judgment: Make sound decisions that are timely, well researched, and reflect awareness of impact. Minor indecisiveness must be present. Any indecisiveness should have a minor impact to member service or the credit union’s performance.
8. Policy Compliance: Maintain an acceptable level of knowledge and compliance with organizational procedures, guidelines, and policies.