Job Description

At Blue, we discover pathways to realize your possibilities! Our Member Experience Specialist ensures the voice of the member is consistently heard and acted upon. This role is tactical and operations-focused, responsible for collecting, tracking, and reporting member feedback from all channels. Specialists transform data into clear dashboards and reports that highlight areas of opportunity and improvement at the frontline and member-interaction level.

Major Duties and Responsibilities

-------------------------------------


Responsible for data review & insights reporting. Collect, organize, and analyze member feedback from all channels, including surveys, complaints, calls, social media, Pulse tickets, and digital platforms. Identify recurring trends, themes, and opportunities that impact the member experience, service quality, or operational efficiency. Prepare clear and visually engaging insights reports, summarizing key findings and actionable recommendations for leadership and project teams. Maintain dashboards or recurring summaries that track sentiment, emerging topics, and member satisfaction metrics across business lines. Collaborate cross-functionally with departments to ensure data findings are understood, for the improvement of efforts or service standards. Serve as a contributing member of the Member Engagement Council, preparing and presenting data insights to help inform strategic discussions and continuous improvement initiatives. At times, help provide data-backed recommendations that enhance alignment between employee experience, service quality, and member loyalty outcomes. Responsible for feedback response strategy & member outreach. Monitor incoming feedback and escalations, responding according to established response strategies and tone standards. Engage directly with members when appropriate to clarify experiences, resolve issues, or follow up on escalated concerns in a timely and empathetic manner. Track and log outreach activities and resolutions to ensure closed-loop communication and organizational learning from each interaction. Monitor Posh intents (automated digital response strategies) to evaluate accuracy, effectiveness, and alignment with Blue's service standards; provide recommendations to refine and enhance digital member interactions. Serving as a member experience advocate by participating in projects and pilots that enhance the member experience across physical and digital touchpoints, ensuring the "voice of the member" is represented. Assist in developing tools, templates, or communication materials that promote consistent service delivery and member-first practices. Partner with People Experience and Service teams to support mapping activities, workshops, and other initiatives that translate insights into meaningful operational change. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

------------------------

Experience

Three years to five years of similar or related experience working in financial institutions, including preparatory experience. Strong research methodology and business acumen. Strong Microsoft Office and data-tracking skills. Excellent communication and diplomacy skills for handling sensitive member situations.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours. Four-year college degree preferred.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Strong proficiency in Microsoft suite and data tracking tools

FULL TIME POSITION

Starting Range: $51,828.33 - $57,998.37

Full Range: $49,360.31 - $74,040.46

ADA Requirements

--------------------

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.



For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:


Employee Benefits


Culture BluePrint


Working at Blue Video


At Blue Federal Credit Union, we don't just accept difference - we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.


Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.