Senior Member Experience Consultant - eBranch Job at Dutch Point Credit Union, Wethersfield, CT

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  • Dutch Point Credit Union
  • Wethersfield, CT

Job Description

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 .

What You’ll Do

  • 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

What We’re Looking For

  • 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

Why Join Dutch Point Credit Union

  • Competitive compensation & comprehensive benefits
  • 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 .

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