For Member Experience Associate II Yennifer, community connection and empathy are at the heart of her role. From helping new hires succeed to guiding members through important financial decisions, she balances mentorship and member service every day. As one of our many bilingual team members, she plays a critical role in ensuring that all members—no matter their background—feel understood and supported.
Her journey has also come full circle. Yennifer now leads financial wellness seminars at her former middle school, where she once walked the same halls as the students she now inspires. Whether she’s building relationships with business members, volunteering in the community, or lending a listening ear in the Financial Center, Yennifer’s commitment to service is evident in everything she does.
Join us as we talk with Yennifer about her role, her passion for community, and the impact she hopes to have on the members she serves.
You are a Member Experience Associate II. How would you describe your role and the most important thing about member experience?
Yennifer: I would say that my role consists of helping new hires. When new hires are coming in, I help to develop them, train them, as well as still assist our current members. As an MXA II, for the most part, you’re also dealing a lot with business accounts. When business members come in, they would either see me, the other MXA II at my location, or Enzo. We’re really also the face for our business members—having those great conversations with them and seeing what products we can offer.
So, I would say it’s a mix of both. You do your regular MXA duties, plus you help new hires, train them, and develop them as well.
For me personally, the most important part of member experience is being able to get into the member’s shoes. We’re dealing with people’s finances, and that’s a very important job. It’s important to remember that when members are frustrated or upset, it’s not at you personally—they’re just upset at the situation.
For me personally, when I can get into their shoes and realize, “Okay, if I were going through this, how would I feel?”—that’s the biggest thing that helps. Having empathy for our members and understanding where they’re coming from is key.
You’ve come full circle, leading financial wellness seminars at Raub Middle School, a place where you walked the halls as a student. What is that experience like for you, and what does it mean to give back to the school that helped shape you?
Yennifer: It was honestly an amazing experience. The first time I found out that we had that relationship with Raub Middle School, I said right away, “I definitely want to be a part of this experience.” I remember feeling, wow, this is really where I’m supposed to be. I remember when I was in middle school, people would constantly say not the best things about that school. I remember thinking that when I grow up, I want to make a difference in my community, and I want to start here.
To know that I was able to go speak to the students and parents and tell them I walked these same halls—it was surreal. Afterwards, I took a picture of my “before and after.” Those students could see that I understand what they’re going through because I’ve been there, and I made it. So can you.
Justin: What do you think it means for those students to have someone come in who’s been in the same position they are, sitting in the same chairs, and speak to them on a level basis?
Yennifer: I would assume that for me personally, when somebody goes through an experience and then someone who went through the same experience gives you information or knowledge, you relate more. As a student, I would feel very excited to see that someone was in my shoes and is now doing great while helping the community. That motivates you—it shows that regardless of what you’re currently going through, you can make it and be fine.
You represent First Commonwealth at a ton of community events, from Alvernia University to the Boys and Girls Club. What has stood out to you most about your experiences representing First Commonwealth, and why does having such a big community presence mean a lot to you?
Yennifer: What drew me here was the opportunity to be involved in the community. Once I was given that opportunity, I said I was going to take it and make sure I took advantage of it. Any time there’s an opportunity, I’m willing to go.
You meet people, and while you don’t always get something out of it immediately, just making that connection matters. Later on, they remember you. People come to my FC looking for me, and that shows them we care enough to reach out to them rather than waiting for them to come to us.
Justin: It’s meeting them where they’re at.
Yennifer: Exactly.
As one of our many bilingual team members, you play a very important role in serving an extremely diverse membership base. How does language and cultural understanding enhance the way you build trust and serve our members?
Yennifer: It helps a lot with relationships. Many members come in and ask, “Do you speak Spanish?” When I say yes, you see their smile and sigh of relief. It’s great to provide that comfort. Members often mention that this is what separates us—they’ve been to other banks that don’t have bilingual staff, and that drew them to us.
Culturally, I’m Dominican, and a lot of our members are Dominican or Puerto Rican. We just have that understanding, and when they speak, I understand them. It creates a genuine relationship and keeps members coming back. Word of mouth spreads because they know they get that experience only with us.
When you’re not helping members at a financial center or representing First Commonwealth in the community, what do you like to do in your free time?
Yennifer: I’m Christian, so I’m very involved with my church. I’m in charge of our kids ministry, giving Bible classes on Sundays and organizing events during the week to help them out. When I’m not at church, I’m usually at home cleaning, and if I’m not cleaning, I like to shop.
I’m actually an introvert, which surprises people, so most of my social skills come from attending events and committees. I like being home, but I also enjoy the opportunities to interact with people in the community.
What do you enjoy most about helping our members face-to-face, and is there any advice or encouragement you’d give them to make the most of their experience here?
Yennifer: What I enjoy most is seeing members connect with someone they can relate to—someone who speaks their language, who understands them. I once helped a member who was working in a factory and wanted to get out. I told her we were hiring, and gave her steps to join us. She was overjoyed, and even her husband said, “See, it was good that you came.” That gave me joy—it shows members we don’t just help them financially, but also provide opportunities to work here.
Face-to-face interactions allow you to create personal relationships you can’t get over the phone. The encouragement I’d give members is to remember that people may be upset for reasons outside your control. Always be patient, because everyone has bad days, and showing empathy goes a long way.