Member Services Operations Analyst

Description

CIVIC CULTURE 

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Member Services Operations Analyst has day-to-day responsibility for maintaining alignment between internal service teams and our Members through various interaction channels. This role ensures timely & accurate documentation of policies and procedures, identifies and addresses gaps in existing processes, and assists with the coordination/communication of operational updates across teams. Reporting to the Vice President, Member Services Operations, this role helps ensure operational metrics and service delivery information remain accurate, accessible, and responsive to dynamic business needs. This position plays an important role in maintaining operational dashboards and reporting as well as supporting teams with actionable reporting to drive KPI performance in support of a continuous improvement culture across the Member Experience organization.

NORMAL DAY-TO-DAY WORK

1. Maintain and update operational documentation including policies, procedures, workflow guides, and member interaction standards.
2. Partner with the Member Experience Center leadership team to ensure procedures exist and remain current for all member interaction types across channels.
3. Support the development and maintenance of operational dashboards and reporting related to service performance, vendor metrics, and member experience outcomes.
4. Prepare recurring operational reports and performance summaries for leadership.
5. Assist in tracking service performance against key performance indicators (KPIs), identifying trends and areas for operational improvement.
6. Document operational changes related to system updates, product launches, or policy adjustments and coordinate communication to relevant teams.
7. Assist with vendor performance tracking and maintain documentation related to service-level agreements and operational commitments.
8. Support issue tracking and resolution by maintaining logs of operational escalations, technology gaps, or service disruptions.
9. Collaborate with IT and operations teams to document system changes, service workflows, and interaction logic used in voice and chat channels.
10. Work with key stakeholders such as Learning and Development, Quality Assurance, and Member Experience Center leadership to ensure documentation aligns with training materials and service expectations.
11. Demonstrate accountability, learning agility, and strong communication while supporting continuous improvement initiatives across the Member Experience team.
12. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 1-3 years of experience in financial services environment, contact center operations, or operational support functions.
2. Experience with documentation, operational reporting, or business support functions.
3. Strong attention to detail and ability to organize information clearly and accurately.
4. Proficiency in Microsoft Excel and other reporting or analytics tools.
5. Ability to work collaboratively across teams and communicate operational information clearly.
6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
7. Ability to lift a minimum of 25 lbs. (file boxes, computer).
8. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Experience supporting the creation of operational procedures or knowledge base documentation.
2. Exposure to operational reporting, dashboards, or service performance metrics.
3. Experience working with vendor partners or supporting vendor reporting activities.
4. Familiarity with contact center or member service operations.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org