Member Services Analyst
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Job Description
Analyzing financial services data and developing KPIs for Connexus Credit Union. Collaborating with various departments to improve member services and operational efficiency.
Responsibilities:
- Build and own the full lifecycle of KPIs for the Member Financial Services department, including data sourcing, modeling, and reporting.
- Develop dashboards, automated reports, and data products that provide clear visibility into performance, member behavior, service efficiency, and portfolio trends.
- Ensure KPI relevance and alignment to organizational and department goals by continuously refining metrics as business needs evolve.
- Conduct deep-dive analyses on member interactions, product utilization, operational patterns, and financial performance to monitor performance and identify trends, opportunities, and risks.
- Perform exploratory and statistical analysis using large, complex datasets to uncover actionable insights.
- Provide strategic recommendations that influence business planning, operational improvements, and member experience enhancements.
- Partner with frontline leadership to establish KPIs and scorecards that measure sales productivity, consultative behaviors, and relationship growth initiatives.
Requirements:
- 5+ years of related data analytics experience is Required.
- 4+ years of experience specifically in business intelligence, financial services analytics, involving KPI development, dashboard creation, and performance reporting is Required.
- Financial Services experience is Required.
- Experience working directly with branches in a bank or credit union setting is highly desired but not required.
- Prior experience with Power BI is highly desired but not required.
- Demonstrated experience working with large, complex, and diverse datasets, including data cleansing, modeling, validation, and integration of multiple data sources is Required.
- Deep understanding of KPI design and performance measurement, particularity related to sales effectiveness, cross-sell performance, member engagement, operational efficiency, and service-level metrics is Required.
- Prior experience in data storytelling skills, with the ability to present findings clearly to senior leadership, frontline teams, and non-technical audiences is Required.
Benefits:
- 25 days of paid time off and 10 paid holidays
- 16 hours of paid Volunteer Time Off
- 401K Retirement with up to 6% employer match
- Excellent Health, Dental, Vision insurance, including multiple plan options
- Health Savings Account with generous employer contributions
- Employer paid Life insurance, Short-Term and Long-Term Disability
- Tuition Reimbursement from $4,000 - $7,000 per calendar year
- Robust Learning and Development program that includes an annual professional development stipend
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