Are you ready to launch your career? What better way for your career to take flight than at one of the most financially solid credit unions in the nation. As a not-for-profit member-owned financial cooperative, our focus is on helping our members fulfill their dreams—and it all starts with our employees. If you're interested in joining the NGFCU crew, please review these current openings and apply.
Bachelor's Degree required, or High School Diploma and equivalent work experience may be considered. Minimum of 5 years of Financial Institution experience. Detail oriented, excellent organizational skills and ability to handle multiple tasks. Ability to problem solve and think on your feet. Excellent research and analytical skills. Strong computer and technical skills–must be highly experienced with Excel. Must demonstrate a strong desire and ability to grow in the area of Member Experience, and passionate about learning and understanding the needs of the member. Excellent communication and team interaction skills. NPS (Net Promoter Score) Certification required within 90 days of hire. Strong Member Service and Sales Experience required.
Position Responsibilities
Responsible for collecting and summarizing data on member needs, motivations, member experiences, perceptions and behaviors to assist in developing actionable insights. Under direct supervision, assist with the management of the Voice of the Member program. Identify and recommend the credit union improvements needed to achieve and maintain superior Member Experience across the credit union. Work with cross functional teams on Member Experience initiatives and projects to improve member engagement.
Duties and Responsibilities
Work in the Member Experience team to identify and communicate experience improvement opportunities based on insights from members gathered via face to face interaction, surveys, product reviews and any other source of member data.
Assist with management of the Voice of the Customer/Member (VOC) process and data, by working with all areas of the credit union.
Review and track Member NPS (Net Promoter Score) and other experience metric results monthly to identify trends in performance.
Achieve a deep understanding of member perceptions and sentiments across their journey, delivering insights, reporting and strategic analysis that help Director of Member Experience prioritize NPS-enhancing initiatives.
Conduct hands-on, primary research where beneficial including internal employee and member interviews, field visits, or other feedback collection methods.
Work with Member Experience Director to make a difference in improving member retention, member engagement and overall member experience.
Assist in driving innovative and creative solutions to increase member engagement.
Think critically to solve member pain points in the member journey.
Collaborate with cross functional teams to take action on insights through effective communication and prioritize member experience issues.
Communicates with and is an advocate for the Member.
Gain thorough Knowledge of Credit Union Core System, DNA reporting and be able build custom reports as applicable.
Resolve member complaints and answer escalated Member calls as needed.
Perform back up duties for critical operations including but not limited to ACH processing, Share draft processing and Wire Transfers as needed.
Other duties as assigned.
Management reserves the right to change this position summary at any time according to business needs.
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Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
You are leaving the Northrop Grumman Federal Credit Union web site.
Northrop Grumman Federal Credit Union is not responsible
for information on or experiences you may have with
other web sites linked from the
Northrop Grumman Federal Credit Union web site.
