Member Experience Specialist I

Description

At Atlantic Federal Credit Union, we’re committed to helping our members do better. As a Member Experience Specialist I, you’ll be the welcoming voice and digital presence for our members, delivering friendly, efficient, and knowledgeable support through phone, email, and online channels. If you enjoy solving problems, learning new things, and providing top-tier service in a fast-paced environment, this could be the perfect next step in your career.

Member Support & Problem Solving 

• Provide Tier I support via phone, email, and chat—answering questions, processing transactions, and offering solutions with accuracy and courtesy.
• Assist members with balance inquiries, debit card maintenance, and general account needs.
• Identify opportunities to recommend products and services that help members meet their financial goals.
• Troubleshoot and resolve account-related issues with a positive, member-first approach.
• Working  closely with trainers, coaches, and team leads to continuously growing your knowledge of AFCU systems, products, and services.
• Support the broader department and branch network as needed.
• Take on other tasks that contribute to member satisfaction and team success.

How Your Success Will Be Measured

You’ll thrive in this role if you:

• Complete progressive training and continually grow product and technical knowledge.
• Provide timely, well-communicated responses, including responding to all email and home banking inquiries within 24 hours.
• Offer helpful feedback to leadership regarding member needs or process improvements.
• Build trusting relationships with members and colleagues.
• Meet departmental performance goals and uphold AFCU policies, standards, and regulatory requirements.

 Atlantic is proud to be an Equal Opportunity Employer.   

Requirements

• Experience: 1-3 years in a similar customer service or financial services role preferred.
• Education: High school diploma or GED required.
• Communication Skills: Strong written and verbal communication is essential.
• Technical skills: Comfortable with MS Office and able to learn new software and core processing systems.
• Interpersonal Style: Friendly, patient, great at listening, and committed to providing outstanding service.