Member Experience Associate - Contact Center
Lake Trust Credit Union

Job Info

Member Experience Associate - Contact Center
Brighton, MI

Pay Range: Band A - MRP 1

This position is in Brighton, MI

Note: Typical schedule 10:00am-7:00pm. Additionally, one Saturday/month 9:00 a.m.- 1:00p.m. Hybrid schedule (2 days remote, 3 days in person) available at 6 months!

More Than A Job!
Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us.

Benefits Include
• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life integration

What You'll Do

The Member Experience Associate is passionate about delivering the best Member Experience to our members! This team member will uncover needs, inspire possibilities, and deliver solutions to advance our members' financial success. This person must be adaptable with a strong sense of teamwork. They will cross-sells products and services, open all deposit accounts, including specialty and business accounts to help our members meet their financial goals. This position will build and deepen member relationships by providing the Best Member Experience. Member Experience Associates will be expected to support onstage operations and help to reach and exceed Lake Trust goals.

Proactively greet and interact with members as they enter the Credit Union. Through active listening and asking open ended, highly impactful questions you will uncover member needs to best assist them in meeting those needs.
Be a financial coach to our members! Look for opportunities to maximize member loyalty, building and deepening the member's relationship by assessing member's total financial picture and offering solutions to advance their financial success.
Coach and mentor peers by working collaboratively and promoting teamwork in order to achieve Lake Trust goals.
Maintain product knowledge at an expert level.

What you'll bring

High School Diploma/GED is required
Minimum of 1-2 years job-related experience demonstrating success in building member/customer relationships by successfully cross selling products within a financial institution or retail environment.
Proven ability to proactively interact with members to identify and uncover needs while supporting a strong member/customer service culture.

What You'll Get

Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.
Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
By prioritizing member wellbeing, which leads to increase engagement, improved team dynamics, higher levels of motivation and a stronger community culture.