Member Experience Specialist
Lake Trust Credit Union - Auburn Hills, MI

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We’re creating an exciting new Retail Model where the barriers of a traditional branch will be removed to allow for an open and conversational branch environment. Through a proactive, interactive, and consultative approach, the Member Experience Specialist will help members achieve their financial goals by finding the best products and services to fit their needs. This position will build and deepen member relationships by standing “shoulder to shoulder” with the member to provide an outstanding member experience. Member Experience Specialists will originate and collect supporting documentation and close consumer loans. They will coach and mentor other staff through training, being a positive role model and promoting teamwork. Member Experience Specialists will be expected to support branch operations and help to reach and exceed branch goals. Member Experience Specialists develop and promote good community relations in the surrounding communities.


  • Proactively greet and interact with members as they enter the Credit Union. Through active listening and asking open ended, highly impactful questions you will uncover member needs to best assist them in meeting those needs.
  • Educates and cross sells new and existing members on Credit Union products and services in order to meet their needs. Looks for opportunities to maximize member loyalty, building and deepening the member’s relationship by assessing member’s total financial picture and offering solutions to better their financial well being when possible.
  • Represent Lake Trust CU in the community by actively participating in civic affairs and local and professional organizations to identify and develop new clients and enhance the Credit Union’s image.
  • Coaches and mentors peers by working collaboratively and promoting teamwork in order to achieve branch sales targets.
  • Identifies, solicits, develops, manages, services, and expands relationships with current and potential members.
  • Assist in coordinating and administrating training programs ensuring alignment with organizational expectations for peers, members and potential members.
  • Maintain high product knowledge by learning new sales and service techniques and market trends.
  • Demonstrates positive behaviors that promote high morale, cooperation and the enthusiasm
  • Utilize reports to share branch production
  • Originates consumer loan applications, ordering credit report, determining value of collateral, analyzing information, and verifying information with creditors, applicant, and employers.
  • Loan Closings – Printing closing documents, title applications, receiving member titles, disbursing funds to appropriate parties, explaining documents to member.
  • Open specialty accounts which include IRA, Business, POA, Trust, etc as well as all basic products and services.
  • Provides guidance to branch team members when needed. Provide permission to override on the system if needed.
  • Perform all essential Teller related functions.
  • Pursue learning and development activities. Share knowledge with team mates.
  • May occasionally require an adjusted work schedule including evening and weekends.
  • Ensure compliance with all regulatory and legal requirements.
  • Perform other duties and responsibilities as required or assigned.

  • Must be a success-driven self-starter.
  • Inspire member confidence by building trusting relationships, resolving problems, uncovering needs and meeting commitments.
  • Ability to maintain high degree of confidentiality.
  • Demonstrated ability to think independently and very creatively to develop customized solutions for our membership.
  • Must be able to communicate well with others and enjoy working with people.
  • A high degree of adaptability to adjust quickly to changing priorities, new ideas, processes, and taking on new responsibilities.
  • Maintain up-to-date knowledge of financial center policies, procedures, products and services
  • Utilize technology tools and platforms to demonstrate products and services to member.
  • Proven ability to support a strong member/customer service culture.
  • Relies on experience and judgment to plan, prioritize, multitask and accomplish goals.
  • Results focused with demonstrated strong sales skills and a track record for sustained measurement of outcomes, ability to work independently and with others to achieve desired results.
  • Proven superior interpersonal skills
  • Excellent written and verbal communication skills.

  • High School Diploma/GED is required.
  • Minimum of 2-3 years job-related experience demonstrating success in building member/customer relationships by successfully cross selling products within a financial institution or retail environment.
  • Proven ability to proactively interact with members to identify and uncover needs while supporting a strong member/customer service culture.


    Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Must be comfortable physically approaching members and initiating conversations.


    Able to hear average or normal conversations and receive ordinary information.


    Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.


    Movements frequently and regularly required using the wrists, hands, and/or fingers.


    Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.


    Walking and/or standing the majority of the time. The employee must be able to assist in pushing a 225 pound cash recycler on an infrequent basis.


    Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.

    All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

    In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

    Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

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