The primary purpose of this position is to assist First Commerce in fulfilling our Vision of Empowering Generations, Transforming Communities. This is achieved through delivering Remarkable Member Service as defined by our Service Standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

While every FCCU team member influences retention, the Member Experience Specialist keeps the spotlight on it, turning insights into action and ensuring our promise of exceptional service is felt in every channel and every stage of the member journey.

Responsibilities:

Member Loyalty & Retention Strategy

• Identify loyalty drivers through journey-mapping and NPS analysis; propose roadmap items that move retention KPIs.
• Partner with FCCU's internal teams to align onboarding, cross-sell, and re-engagement campaigns; track retention and develop regular reporting.

• Assist in the development and refinement of new products, services, and experiences that align with FCCU business goals.
• Support the ideation, prototyping, and testing of new initiatives through cross-functional collaboration.

• Work closely with Marketing and Financial Centers on Member Appreciation efforts.

Data Insights and Feedback Management

• Manage NPS and member feedback survey platform for member-facing areas.
• Create qualitative and quantitative feedback reports for FCCU leadership and management team members.

• Monitor performance metrics and report to stakeholders, highlighting successes and identifying areas of improvement while presenting alternative ideas, approaches, and solutions, including non-traditional ideas.

Service Programs

• Respond to service-related member feedback: direct, social media, etc.
• Administer service-related programs including service recovery, Wow in a Box, etc.
• Ensure Wow Stories are shared to spotlight and model exceptional service delivery throughout the organization.
• Manage the digital and junior ambassador programs.

Communication and Influence

• Coordinate and manage multiple projects simultaneously, ensuring alignment with strategic goals.

• Package insights into clear presentations and briefs for senior leadership.
• Facilitate regular communication and meetings between various departments, including Innovation, Operations, Technology, etc., to track action items, reduce points of friction for members, and celebrate successes.

Service Quality and Coaching

• Assist in the implementation of service policies and standards for member service to ensure satisfaction, loyalty, and retention.
• Work throughout the organization to create an experience that is consistent across channels and locations and that helps drive alignment with our vision.
• Identify and recommend opportunities for training or re-training to ensure member satisfaction.

Other Responsibilities:

• Fully support in actions and words FCCU's Vision, Mission, Core Values, and Service Standards. Dress and represent First Commerce in a professional manner.
• Perform job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida and any applicable State laws for financial centers located in other States.
• Comply with Reg E, BSA, OFAC and CIP requirements such as reporting suspicious or unusual activity to appropriate authorities.
• Ability to travel within and occasionally outside the North Florida and South Georgia area. Must have and maintain a valid driver's license.
• Other projects, assignments, or duties assigned.

Requirements:

• Proven ability to translate ideas into actionable business initiatives, from research to execution.
• Demonstrated ability to drive the customer experience through innovative solutions, ensuring consistency and excellence at every touchpoint.
• Requires critical thinking skills, exceptional communication skills, strong analytic and decision-making ability.
• Ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Adept at prioritizing and handling multiple high-impact initiatives simultaneously in a fast-paced environment, ensuring deadlines are met.
• Proficient in Word, Excel, PowerPoint, Outlook, and creation of visuals including charts and graphs.
• Experience with customer feedback tools, NPS surveys, Google Analytics, social media analytics, or business intelligence tools is a plus.
• Moderate to advanced database management skills.
• Ability to work in a highly collaborative and dynamic work environment.
• Strong organizational, planning, interpersonal, analytical, research, communication, writing, verbal and presentation skills.

Education and Experience:

• A bachelor's degree in Business, Finance, Marketing, Entrepreneurship, or a related field. Relevant experience may be considered in lieu of formal education.
• Minimum of 4+ years in customer service (banking preferred), credit union operations, or 4+ years experience operating in a highly regulated industry such as financial services with knowledge of bank products, services, systems, operational policies and procedures, and regulatory compliance issues.