(Remote) Consumer Banking, Senior Member Experience Analyst

Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a (Remote) Consumer Banking, Senior Member Experience Analyst at our Omaha, Nebraska location. The primary purpose of this job is to play a pivotal role in finding solutions for member escalations and support of incident management while working collaboratively with senior staff on the team and across the Consumer Banking division and cross functional teams. The incumbent will be responsible for assisting in communications prior to process, product and pricing changes to provide our teams the tools necessary to clearly communicate with members. This position will assist in driving the development of a seamless, high quality end-to-end consumer banking experience including reduction of member escalations and support of incident management This position will be responsible for de-escalating member anxiety and communicating with internal and external partners. This position will assist in driving the development of a seamless, high quality end-to-end consumer banking experience. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Assist in gathering, compiling and communicating intelligence to the wants and needs of current and targeted members and internal partners. Act as the point of contact for members and business partners who are requesting service or reporting problems. Provide excellent customer service while fulfilling requests and providing support, which frequently involves simultaneously processing calls, working tickets, instant messaging with an internal customer and processing e-mail correspondence. Ensure adherence to Enterprise Business Resiliency Management Policy to maintain readiness during incidents and disaster to enable continued delivery of critical products and services at an acceptable predefined level. Assist Sr Mgr, Consumer Banking Mbr Exp and Ops Strategy with business response to the incident management process. To include identifying, analyzing, and supporting correction of disruptions to operations and preventing future recurrences. The goal of incident management is to limit the disruption and restore operations as quickly as possible, providing clear communication across Consumer Banking channels, and utilizing Business Unit incident tracking and analyzing gathered data to improve service delivery. Research and assist team members in resolving problems and fulfill requests in a timely manner and facilitate first contact resolution utilizing technical expertise and knowledge base information. Escalate in a timely manner when first contact resolution is not possible. Assist with tasks involving our cross functional teams to streamline process, analyze feedback, create trending analysis, and provide updates to Senior Member Experience and Operational Strategy staff. Maintains a high level of understanding of products and processes to efficiently handle member inquiries. Provide guidance to Consumer Banking Member Experience and Operational Strategy staff to aggregate, interpret, and consolidate root cause of escalation and create a succinct member response. Enhance and manage the member experience process by working with PenFed’s survey vendors. Assist in preparing and presenting root cause analysis and trending analytics for escalations and survey results through various channels. Aid in the creation of a customer centric journey map that can be used cross departmentally to enhance the member experience. Provides a detailed analysis of all communications with the member to provide a clear picture of all resolution attempts. Keep records of customer interactions and transactions, recording all details of escalations as well as writing responses to member escalations. Obtain and examine all relevant information and work collaboratively with the research team to understand possible cause of escalation. Provide guidance to team working escalations and assist with outcomes to identify member experience opportunities. Provide specific and detailed written communications to be shared in training, coaching, and on PenFed knowledge platforms. Execute on service strategy for the Consumer Banking Member Experience Center and ensure key operational and performance targets are met. Aid in alignment, consistency, and cohesiveness in process, policy, and member service to achieve department and company goals. Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvement and work together to better serve the member. There is no intent for this position description to be an all-inclusive list of job duties. Qualifications Equivalent combination of education and experience is considered. Bachelor’s Degree in related field or a combination of education and experience that provide the necessary skills and knowledge to satisfactorily perform the essential job functions. Minimum of five (5) years’ experience and solid performance with a financial institution in a service center, branch, lending team, product, or customer experience role is required. Minimum of one (1) year experience working as an Operations Officer, Team Lead, Assistant Manager, or Consumer Underwriter, with a thorough understanding of those job functions is preferred. Excellent oral and written communication skills required. Knowledge of PenFed products, policies and procedures desired. Highly Knowledgeable with Tableau, Salesforce, Hogan, IVR, MS Office with focus on Word, PowerPoint, and Excel. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is required up to 25% of the time. Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with COVID-19, we have modified our hiring, onboarding, training, and deployment protocols in order to comply with applicable current local and state guidance. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256.
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