Member Experience Consultant

Job Description

Job Description

At Ashland Credit Union (ACU), we look for people who are ready to Own Their Journey! Whether you are just beginning your career or looking to achieve more along your professional journey, ACU is a great place to get you on the path that best serves you and our members. If you have a passion to serve, a desire to work in a fast-paced environment and are willing to bring enthusiasm to work with you each day, then you may just find that ACU is the right fit for you.

Do you have a desire to reach higher and empower those around you? Then your journey brought you to the right place and we would like to meet you.

Life is a journey…Own it!

About Us:

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals. Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

Position Summary:

ACU has an exciting opportunity for a Member Experience Consultant to join our Member Experience Department in Ashland KY.

The primary purpose of this position is to assist Ashland Credit Union (ACU) in living out its mission of “embolden our members to reach higher, achieve more, and take control of their financial future.” A key component to this is providing outstanding service to both internal and external members.

This position will understand and execute on ACU’s strategic mission through the consistent application of
policy, procedures, member experience behaviors, and financial wellness conversations.

Job Responsibilities:

1. Engage members through active listening to accurately identify their financial
needs and recommend appropriate products, services, or solutions.

2. Create a great member experience and solidify ACU loyalty by effectively
responding to member needs with both service and sales channels. This
includes being proactive with members and offering solutions to members
as they related to their relationship with ACU.

3. Identify and mitigate risk by following all security, compliance, and operational
policies, exercising sound judgment, and maintaining confidentiality at all times.

4. Be a brand ambassador in all interactions with members, employees, ACU
board members, and volunteers.

5. Actively participate in all required compliance and behavioral skill training
that equip one for excellent job performance.

6. Utilize available resources such as outbound calls, financial wellness
conversations, targeted outreach campaigns and center of influence
activities to capitalize on each member interaction.

7. Perform additional responsibilities or projects as assigned by senior leadership or
management to support branch and organizational goals.

Education & Experience Requirements:

High School Diploma or Equivalent

Required Skills & Abilities:

Cash handling experience
Excellent verbal communication skills
Problem solving skills
Ability to work effectively in a fast-paced environment, manage multiple priorities, and maintain
accuracy

Ability to work Monday thru Thursday 8:00 am to 5:00 pm and Friday 8:00 am to
6:00 pm

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.