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Member Experience Advisor

  • Madison, WI
  • Direct Hire - Full Time
  • First Shift
  • bh_3390
  • Competitive
  • Other
  • 12/10/2019

Credit Union National Association is recruiting for a Member Experience Advisor via QTI Executive & Professional Search.

Credit Union National Association is excited to announce an opening for a Member Experience Advisor. The Member Experience Advisor will be responsible for phone and email communications, answering questions and responding to problems/complaints, and establishing genuine relationships with members. A successful candidate will have 3 years’ experience in a member service focused role, exceptional verbal and written communication skills, and the ability to multi-task and work well under pressure.


  • Responsible for Member’s experience through all non-face-to-face channels:
  • Serve as primary contact for product inquiries and orders, registrations for conferences, eschools, webinars, schools, council meetings, registrations for educational partnerships, council memberships.
  • Handle members efficiently through all communication channels, setting an energetic, helpful and friendly tone and being on persona.
  • Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, email communication, chat, etc.
  • Establish genuine relations with and advise members in relation to their interests by actively engaging them in needs-based conversation.
  • Respond to and handle member’s problems and complaints.
  • Obtain and maintain overall knowledge of all CUNA Products, services, conferences, and programs.
  • Provide technical support for all areas of the website, ranging from password resets/credential requests, troubleshooting errors, assisting users with navigation, reporting inaccurate information, typos, etc. to be corrected, find and provide alternative resources/materials when website resources are unavailable.
  • Manages new user set-ups and deactivation, including transferring ownership of accounts/contacts/opportunities for deactivated users
  • Analyze, prototype and help drive the adoption of new features


  • Three years in a member experience role or related work experience
  • Requires the equivalent of a four-year high school education plus additional post-secondary technical course work, or a one-year certificate program
  • Strong member relation skills and customer complaint resolution
  • Familiarity with CRM and order entry systems
  • Proven ability to proactively interact with members to identify and uncover needs while supporting a strong member/customer service culture
  • Excellent Verbal and Written Communication Skills
  • Ability to problem-solve and work well under stress and "on-the-fly"
  • Basic website and database development knowledge
  • Advanced Microsoft Office Knowledge
  • Basic knowledge of graphic design and design software

Internal job grade: JN