Job Description

OUR

LEADERSHIP

PHILOSOPHY

===================================



At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP

COMPETENCIES

Demonstrates

Interpersonal

Awareness

&

Skills

A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an

individual leader

, you will demonstrate active listening, clear communication and contribute



beneficially to team dynamics.

Embraces

Change

&

Learning

This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an

individual leader

, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing



circumstances.

Utilizes

Critical

&

Creative

Thinking

Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an

individual leader

, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively

contribute to defining solutions and promoting innovation.

Takes

Personal

Ownership

This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an

individual

leader

, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and



skill development.

POSITION

SUMMARY

(4

Sentences)

===========================================



Working under close to moderate supervision, the Elevated Care Specialist supports and manages the resolution process of escalated situations that arise in the Member Care Center, branch network and/or regulatory agencies. Acting as the person of contact for members who have escalated situations the Elevated Care Specialist will consult with various departments as needed to find the best solution. Building and maintaining strong interdepartmental relationships across the organization is a must for this role to solve complex matters and drive improvement of service delivery.

ESSENTIAL

FUNCTIONS

&

RESPONSIBILITIES

====================================================


Provides daily support in the escalation handling process from initial contact to resolution.


Conducts all aspects of the escalation process including research, timely follow-up, and documentation of any resolutions in


the credit union's CRM.


Resolves complaints received from regulatory agencies in a timely manner.

Reviews member feedback documented within the credit union's CRM from member surveys, focus groups, front lines etc.

Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

JOB

SPECIFICATIONS

(4-6

Bullet

Points)

=======================================================


Effective communicator, engage with members and build relationships, especially with handling difficult member situations.

Courtesy, tact, and diplomacy

Ability to prioritize tasks and attention to detail.

Work may involve motivating, influencing or training others.

May need to influence and/or sell ideas or services to others.

EDUCATION,

TRAINING

&

EXPERIENCE

==============================================


Two-year college degree, completion of specialized course of study at a business or trade school, or completion of a specialized and extensive in-house training or apprenticeship program.

3-5 years of experience in a fast paced, customer service environment, call center experience preferred.

WORK

ARRANGEMENT:

=========================


The working arrangement for this position is

hybrid or remote

. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. Although a remote work arrangement may be authorized, those working in a remote position should expect occasional travel to headquarters or other business locations as necessary for work purposes.

PHYSICAL

REQUIREMENTS

=============================


Must be able to walk, stand, sit, speak, see, hear, push or pull (with or without accommodation).

Frequently remains sitting in a stationary position for extended periods of time operating office/computer equipment.

Occasionally lifts and/or moves up to 20 pounds.

TRAVEL

REQUIREMENTS

==========================



Travel will be required for ongoing training, meetings and/or other business needs.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.