Senior Member Experience Consultant - eBranch

Are you ready to lead in the digital banking space and deliver exceptional member experiences
? At Dutch Point Credit Union, we’re seeking an eBranch Senior Member Experience Consultant to join our dynamic team and thrive in a fast-paced digital contact center environment
.

• Deliver outstanding service through phone, text, chat, email, ITMs, and online/mobile banking within a contact center setting
• Guide members through the consumer loan origination process
  , including loans secured by real estate, ensuring accurate documentation and a smooth experience
• Provide advanced technical troubleshooting for digital platforms, ITMs, and mobile applications
• Mentor team members on digital tools, contact center processes, and service best practices
• Resolve complex member inquiries quickly and effectively, ensuring positive outcomes
• Support members with post-funding loan inquiries to ensure a seamless experience throughout the entire lending lifecycle.
• Partner with Retail, Lending, Brand, and Digital teams to improve processes and elevate the member experience

• Experience in digital banking, contact centers, or member service roles
• Proven knowledge of the consumer loan origination process
  , including experience handling real estate-secured loans
• Strong technical troubleshooting skills for online platforms, mobile apps, and ITMs
• Excellent communication and problem-solving abilities
• FiCEP certification and CCUFC designation, or willingness to obtain within six months
• Passion for mentoring, collaboration, and making every point count

• Training, certifications, and continuous development
• A collaborative, supportive team culture
• Opportunities to shape the future of digital banking experiences and contact center interactions

Apply today and bring your expertise to a role where every interaction matters
.