Job Details

We're always looking for diverse, talented, service-oriented people to join our exceptional team.

Real Estate Service Experience Specialist II

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:
$37.14 - $55.72

Scheduled Weekly Hours:

40

What You'll Be Doing

Supports the Member experience across the business by helping ensure consistent, high-quality service is delivered across all channels and platforms. Proactively identifies opportunities to enhance Member service and experience in partnership with internal stakeholders. Serves as a liaison between Real Estate Lending and Marketing to support the coordination and execution of Member-focused initiatives. (Assist with project coordination and implementation to ensure clear communication, alignment, and successful delivery of Member-centric initiatives.)

• Serves as a liaison between Real Estate Lending and Marketing, and internal partners to support the coordination and execution of Member-focused initiatives. Assists with project coordination and implementation to ensure clear communication, alignment across stakeholders, and the successful delivery of Member-centric programs that enhance the overall Member Experience.
• Manages Member journeys, identifying service bottlenecks and areas for improvement. Leverages internal and external systems to detect patterns in technology, processes, and communication, presenting actionable recommendations to management.
• Contributes to the development, collection, and analysis of key metrics that track Member needs and service trends, providing insights and recommendations to drive continuous improvement in service delivery. Supports and advises management teammembers in implementing best practices that enhance the member experience.
• Conducts preliminary research for projects focused on improving the Member and teammember experience, ensuring seamless alignment with business unit goals.
• Gathers critical information through interviews, workshops, and documentation to guide process improvements.
• Reviews calls to identify need for improvement in service quality. Presents findings to management and leadership and collaborates on transitioning to improved processes that enhance overall service quality and operational performance.
• Identifies and implements process changes that optimize service delivery, improving operational efficiency while enhancing the Member experience.
• Supports training and development initiatives for the real estate area, helping create impactful training materials and ensuring the consistent implementation of call quality standards for both inbound and outbound calls.
• Collaborates cross-functionally with departments to enhance the Member experience across all touchpoints, ensuring alignment and effective communication throughout the organization.
• Reviews, edits, and refines communication materials for clarity, effectiveness, and consistency, ensuring high-quality interactions with Members and teammembers.
• Serves as a subject matter expert to enhance communications and messaging in designing and optimizing user interfaces and communication touchpoints to streamline the Member journey and improve overall engagement.
• Creates and distributes newsletters and communications to keep teammembers and Members informed about relevant updates and initiatives.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

• High School Diploma or GED required
• Associate's Degree or equivalent years of experience preferred

• 3-5 years relevant experience in lending (real estate preferred), process improvement, project support, and/or Member experience.
• Experience developing and creating training programs.
• Experience analyzing service survey responses and Member feedback to drive insights and service improvements.

Knowledge, Skills, and Abilities

• Advanced MS office skills
• Proficient in Visio or Lucidchart and Smartsheet.
• Knowledge of Encompass and Blend platforms, Interaction Desktop, and IC Business Manager.
• Strong foundation in credit union philosophy, Member service and Member experience.
• Strong verbal and written communication skills.
• Strong analytical, problem-solving, and project management skills.
• Ability to work well with others (team members and management) and collaborate effectively across teams.
• Ability to work independently, multi-task effectively and meet deadlines.
• Critical thinking skills.
• Supports the organization's mission of helping Members; acts as a Member advocate.
• Expertise in identifying trends, pain points, operational concerns and risks for Member experiences and refers matters to management and appropriate business units.
• Ability to understand and identify regulatory issues and regulations
• Well-organized with high attention to detail and ability to prioritize.
• Basic knowledge of best practices and methodologies for conducting investigations, including interviewing, gathering and analyzing data, and reports.
• Demonstrated ability to handle personal, confidential, sensitive and complex information and matters with composure, mature judgment and utmost discretion.

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.