Real Estate Service Experience Specialist II

Pay Range: $37.14 - $55.72 Scheduled Weekly Hours: 40 Responsibilities Support the Member experience across all channels and platforms to ensure consistent, high‑quality service. Proactively identify opportunities to enhance Member service and experience in partnership with internal stakeholders. Serve as liaison between Real Estate Lending and Marketing to coordinate and execute Member‑focused initiatives. Assist with project coordination and implementation, ensuring clear communication and alignment across stakeholders. Manage Member journeys, identify service bottlenecks, and recommend improvements. Leverage internal and external systems to detect patterns in technology, processes, and communication, then present actionable recommendations to management. Collect, analyze, and report on key metrics that track Member needs and service trends to drive continuous improvement. Advise management team members on implementing best practices that enhance Member experience. Conduct preliminary research (interviews, workshops, documentation) to guide process improvements and support project goals. Review calls and communications to identify quality needs, present findings, and collaborate on transitioning to improved processes. Identify and implement process changes that optimize service delivery, improving operational efficiency and Member satisfaction. Support training and development initiatives for the real estate area, creating impactful training materials and ensuring consistent call quality standards. Collaborate cross‑functionally with departments to enhance Member experience across all touchpoints, ensuring effective communication. Review, edit, and refine communication materials for clarity, effectiveness, and consistency. Serve as subject matter expert for communications and messaging, designing and optimizing user interfaces and touchpoints to streamline Member journeys. Create and distribute newsletters and communications to keep team members and Members informed. Qualifications High School Diploma or GED required; Associate’s Degree or equivalent preferred. 3-5 years of relevant experience in lending (real estate preferred), process improvement, project support, and/or Member experience. Experience developing and creating training programs. Experience analyzing service survey responses and Member feedback to drive insights and service improvements. Advanced MS Office skills. Proficient in Visio or Lucidchart and Smartsheet. Knowledge of Encompass and Blend platforms, Interaction Desktop, and IC Business Manager. Strong foundation in credit union philosophy, Member service, and Member experience. Strong verbal and written communication skills. Strong analytical, problem‑solving, and project management skills. Ability to work well with others (team members and management) and collaborate effectively across teams. Ability to work independently, multi‑task effectively, and meet deadlines. Critical thinking skills. Ability to understand and identify regulatory issues and regulations. Well‑organized with high attention to detail and ability to prioritize. Basic knowledge of best practices and methodologies for conducting investigations (interviewing, gathering and analyzing data, reporting). Demonstrated ability to handle personal, confidential, sensitive and complex information with composure, mature judgment, and utmost discretion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information. This organization participates in E‑Verify. #J-18808-Ljbffr SchoolsFirst Federal Credit Union