Customer Experience Specialist I at MAX Credit Union in Montgomery, AL

CUSTOMER EXPERIENCE SPECIALIST I Essential Functions & Responsibilities: • Promptly and professionally responds to member phone calls, providing support for account inquiries, transaction assistance, debit/credit card issues, and general service needs. • Takes initiative to resolve member concerns during the initial contact when possible. Collaborates with internal departments when escalation is necessary, ensuring a seamless hand-off and follow-up. • Opens and maintains all service-related accounts. Ensures documentation is accurate and compliant. • Proactively identifies member needs and recommends relevant financial solutions, consistently meeting cross-sell goals through personalized service and a consultative approach. • Maintains working knowledge of Credit Union services including online banking, wire transfers, and digital tools. Stays current with promotions and new offerings. • Utilizes effective verbal communication and tone, adapting style to each member interaction. Maintains a friendly, courteous, and empathetic demeanor across all touchpoints. • Balances time between live interactions and offline tasks, meeting productivity and occupancy goals. Prioritizes daily responsibilities with attention to detail and accuracy. • Acts as a trusted advisor, showing empathy, professionalism, and genuine care for member needs. Seeks feedback and continuously improves service delivery. • Follows security protocols when handling member data and account access. Reports suspicious activity and maintains compliance with internal and regulatory standards. • Supports peers through knowledge sharing and positive engagement.  • Maintains a member first mindset.  • Upholds core values and builds team member and customer relationships. • Completes all training as required.  • Performs other duties as assigned.