Member Concierge Experience Representative

What Youll Do

The Member Concierge Experience Representative is a key role created to bring to life a new high-touch relationship- driven member engagement model at Congressional Federal Credit Union. Inspired by the personalized service found in elite retail and lifestyle brands this role will prototype and lead the Member Concierge Experience (MCE) pilot program.

This individual will serve as the first dedicated concierge for a defined group of membersoffering proactive outreach personalized recommendations digital banking support and emotionally intelligent service that reflects the credit unions brand mantra: (to be determined through completion of the Brand Experience Strategy).

Where you will have an impact

Serve as Member Concierge

• Act as a consistent named point of contact for a defined portfolio of members
• Proactively reach out to build relationships anticipate needs and support financial well-being aligned to their life stage and financial goals
• Provide personalized service across digital banking account support and financial education

Pilot the Member Concierge Experience Model

• Co-design the outreach cadence communications tone and follow-up structure
• Develop introductory scripts and follow-up messaging in partnership with the brand team
• Help define KPIs such as engagement frequency member satisfaction and cross- service utilization

Provide Digital and Relationship Support

• Assist members in navigating digital banking services (logins account tools alerts etc.)
• Reduce escalations by resolving common support needs directly
• Recommend financial wellness products or services tailored to the members goals and stage of life

Champion Brand Experience in Every Interaction

• Model our brand mantra (TBD) through tone presence and connection with members
• Reinforce brand-aligned behaviors across service channels and team interactions
• Introduce new brand touchpoints (e.g. wellness tools brand treasures/rituals) when appropriate

Capture Insights and Help Scale the Model

• Track member feedback success stories and friction points
• Collaborate with Member Support and Brand Transformation teams to build a scalable model
• Participate in internal reviews and team huddles to evolve the approach based on real-world insights

What You Bring to the Table:

• Three years to five years of similar or related experience including preparatory experience.
• A high school degree or equivalent
• A significant level of trust credibility and diplomacy is required. In-depth dialogue conversations and explanations with customers direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
• Communications may involve motivating influencing educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Demonstrated ability to build trust and maintain ongoing relationships both internally (team members) and externally (members)
• Strong emotional intelligence and interpersonal communication skills
• Ability to manage multiple member relationships with care follow-through and attention to detail
• Familiarity with digital banking platforms and ability to guide members in using self-service tools
• Experience with Customer Relational Management (CRM) systems Salesforce CRM experience is preferred
• Comfort operating in a pilot environment with evolving processes and metrics
• Flexible feedback-driven and energized by innovation and transformation
• Strong documentation feedback gathering and reporting skills
• Strong understanding of Congressional Federal Credit Unions systems digital tools and service workflows

Physical Requirements

The Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

Ability to communicate

Ability to operate standard office equipment

Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.

Why Join Us

Compensation Our goal is to ensure you have a competitive base salary. Thats why we regularly review the market value of jobs and make adjustments as needed.

Performance and Recognition You are rewarded for achieving success by merit increases and incentive programs; this position is incentive eligible based on achieving certain targets.

Benefits We offer a wide array of benefits including medical dental vision short-term and long-term disability and life insurance along with a robust retirement program that includes an employer match 401K contribution. As a mark of our commitment to employee well-being we also offer an employee assistance program and employee wellness.

Work-Life Balance You will also be eligible for paid vacation of 15 days and 10 days of paid sick leave on an annual basis.

Tuition Assistance - We support the career development of all employees. This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities or for potential future positions in the organization.

Required Experience:

Unclear Seniority