Account Services Admin - Member Experience Operations Analyst

TITLE:MEMBER EXPERIENCE OPERATIONS ANALYST
STATUS: EXEMPT

DEPARTMENT:ACCOUNT SERVICES ADMIN

REPORTS TO: MANAGER, ACCOUNT SERVICES ADMIN
JOB CODE: 11182

PAY SCALE: $81,400.00 - $87,000.00 ANNUALLY

GENERAL DESCRIPTION:

The Member Experience Operations Analyst will develop historical, current, and predictive views of Member Experience feedback trends, including visualizations. This position will derive insights into how we should ensure exceptional member service, while simplifying and optimizing associate workloads, and define data, based on member service opportunities. Along with member complaint trends gathered from operational improvement opportunities, this role will help identify areas of operational improvement based on the analysis of service recovery member feedback. This role will work on high impact business insight projects with high visibility, supporting Golden 1 executive teams with a significant impact across our lines of business. The Analyst will present meaningful analysis results, provide recommendations based on empirical data, and recommend solutions to key senior stakeholders and front-line associates alike.

TASKS, DUTIES, FUNCTIONS:

1. Attain clear understanding of key metrics, departmental processes, and overarching commitment to Service Excellence.
2. Provide business analysis and process/change management.
3. Analyze member service recovery opportunities to identify areas of friction within the organization.
4. Analyze complaint and member feedback trends to identify areas of operational improvement across multiple business lines.
5. Develop solutions and recommendations that address identified areas of opportunity. 
6. Serve as subject matter expert to Operations leadership by assisting with ‘other duties as assigned’ that fall under the purview of member service experience.
7. Operate independently or collaboratively to ensure member feedback is utilized to drive operational efficiencies and improved member experiences.
8. Build and monitor key member service experience performance indicators, monitor and validate their KPIs, begin incorporating discovery as well as facilitating process improvement.
9. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
10. Identify, develop, and deliver on change management initiatives. Manage communications and interactions with leadership sponsors and staff as appropriate.
11. Lead the efforts around innovations and improvements to business process workflows and products.
12. Ensure external best practices are identified and analyzed for applicability to Golden 1.
13. Provide weekly and monthly progress, production, and accomplishments reports.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to assist other staff, constructively follow-up on member inquiries/alerts, communicate clearly with management, and perform other related tasks.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of staff.
2. EXTERNAL: Vendors, business partners, and industry peers as needed.

QUALIFICATIONS:

1. EDUCATION:Bachelor’s degree in related field preferred.
2. EXPERIENCE:Minimum 5 years’ experience in managing projects, business analysis, and process improvement. Financial experience preferred.
3. KNOWLEDGE/SKILLS:
   • Strong analytical skills, with an understanding of operational challenges that may contribute to a degradation of the member experience
   • Ability to analyze and evaluate processes for improvement opportunities
   • Create business cases to support analysis and recommendations
   • Communicates in a clear, concise, and timely manner and operates effectively as a team player
   • Ability to present ideas and analysis to the executive level
   • Ability to create presentations and discuss programs, products, services, and goals
   • Thrives when multitasking and works best in a dynamic environment with high visibility projects and timelines with varying urgency and ownership deadlines
   • Create meaningful visualizations within the Microsoft suite of products that drive home the results of your analysis, and support key stakeholders

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THATARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 05.26.2023