Member Engagement Representative

Position Description

Department: Indirect Lending

Reports to: Director, Indirect Lending

Position Purpose

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The Member Engagement Representative will be generally knowledgeable about all products and services available at ACU. The position requires developing and engaging new members through direct phone contact, mail, and email to assist in achieving their financial goals. During the first year, the Representative will focus on increasing member loyalty, product and service use, and provide value to members. In addition, the Representative will deliver a great member experience that fulfills their needs, offering service that exceeds expectations and building relationships that inspires trust.

Essential Functions & Core Duties

Perform the following Member Engagement Rep functions:

• Onboarding to welcome new members to ACU.
• Outbound calling / emailing members to verify current product and service.
• Ensure members receive superior service.
• Engage and educate members on current products and services.
• Clearly communicate account setup requirements.
• Leverage feedback for continuous improvement to the onboarding process.
• Develop a deep understanding of members’ financial objectives and needs. Answer member questions related to products/services, procedures, and polices.
• Establish strong relationships with new members and deepen existing relationships.
• Refer unresolved member needs to designated department or supervisor for resolution.
• Invite members to complete surveys.
• Assist and support other departments in handling member requests and needs.
• Assists with tracking and reporting.

Qualifications

Education: High School Graduate or equivalent, some secondary education preferred.

Experience: 1-2 years of member (customer) service, call center or banking experience. Must be proficient with MS Word, MS Excel, MS Outlook, and Adobe PDF.

Core Competencies:

• Empathy: ability to recognize emotions in others, and to understand other people’s perspectives on a situation.
• Organized: ability to use your time, energy, and resources in an effective way so that you achieve the things you want to achieve.
• Attention to details: ability to achieve thoroughness and accuracy when accomplishing a task.
• Effective Communication:
  • Excellent verbal and written communication skills
  • Uses proper phone etiquette
  • Speaks clearly with understanding
  • Active listening to interpret member needs
• Technical: proficient with the computer, telephone, scanners, and copiers.
• Teaming: ability to work well with others during conversations, projects, meetings, or collaborations.
• Self-Motivated: strong work ethic along with an enthusiastic and passionate approach to one’s work with minimal supervision.
• Positivity: always looking for, discovering, and bringing a positive approach to the role.
• Patience: ability to take a moment to step back from a situation to assess.

General Operational Requirements:

• Take a proactive role in development and execution of member engagement strategic plans, including but not limited to integrations of data and processes into Salesforce (CUBE)
• Represents ACU in a courteous and professional manner
• Collaborate with the consumer lending and new account teams

Performance Metrics

• Product and service adoption rates / Increase products per member / Increase product and service usage rates.
• Decrease the first-year churn rate.
• Increase digital banking enrollment
• Member response rates to surveys and questionnaires.
• Escalation response times.
• Measurable call statistics.
• Completion of continuing education requirements.

This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.