The primary purpose of this position is to help the credit union achieve its service mission, "To create a world where people matter more than numbers," by providing outstanding service to both internal and external members. The Lead Member Experience Specialist ensures members and potential members receive fast, courteous, and accurate service on the phone and through email; explains services, sets up new accounts, responds to problems, and directs members' phone calls to the appropriate area; assists and trains other call center representatives.

Essential Functions & Responsibilities:

• Your members service skills will set the tone and serve as an example to the MES team by offering exceptional service to our members and recommending CU products and services on a needs basis.
• Accurately perform member requested transactions in a SOULful manner including timely responses to PSCU escalations and wire request. Assist with call skills when required.
• Handle escalated calls objectively with a high degree of problem solving and member retention skills to include assisting call center agents with escalated calls.
• Provide exceptional service while managing multiple communication channels, to include home banking emails and Silver Cloud inquiries.
• Provide direct assistance to Call Center agents I, II and III in person, by phone, Microsoft Teams and email using the SOUL framework.
• Possess a high level of knowledge of our WFO tool (Nice InContact). Create and adjust weekly schedules.
• Monitor the call center queues using the call center dashboard to offer support to the staff who are on long calls, to ensure staff is using time on the calls efficiently and are meeting hold time expectations.
• Ensure member service quality levels are met by conducting quick hit and true score SOUL observations for all call center agents monthly.
• Assist with New Hire Onboarding by conducting breakout training sessions, hosting in depth call review training, participate in MES debriefs with L&D and assist with mentoring when required.
• Open new membership accounts by phone and online.
• Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.
• Understand and explain NCUA share insurance, basic regulatory rules and compliance issues to members. Possess in-depth product knowledge to include fiduciary accounts, business accounts and fraud/forgery procedures.
• Host bi-weekly team meetings and huddles when required.
• Conduct call research as required.
• Complete end of day closing procedures.
• You will receive development and opportunities to learn and perform additional tasks.

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED.

Other Skills: Must have good listening and communications skills; computer skills including MS Office; able to make decisions with minimum information. Possess strong understanding of electronic and web-based services and/or e-commerce processes. Strong technical background with a comfort level in order to make decisions with minimum information. Required to set the example for the MES Team by adhering to US Eagle attendance standards and metric requirements.

Physical Requirements: Position requires sitting for extended periods of time. Frequent and regular use of computer is required.

Work Environment: High energy and fast paced office environment, subject to stressful situations. Must be available for weekend and after-hours work.