Member Experience Specialist II/Call Center

1 week ago

Novi, Michigan, United States Community Financial Credit Union Full time
Job DescriptionJob Description

Welcome to Community Financial Credit Union careers Our organization is constantly evolving, and we strive to offer creative solutions in a challenging hiring market. Our team members play a pivotal role in the success of our organization and pave the way for us to become the best financial partner for our members.

About Us:

Community Financial Credit Union is a full-service financial institution that serves anyone living, working, worshiping, or attending school in Michigan. We are a not-for-profit institution and have been in business for over 70 years

Community Financial HQ is located in Plymouth, MI. We have 14 branches in the Metro Detroit Area well as Northern Michigan.

So, what makes Community Financial innovative and unique? Community Financial is not only the place you want to bank, but it is also a great place to work We've been recognized as one of the Regional Best and Brightest Companies for the last 18 years, nationally since 2018, and became certified as a Great Place To Work in 2023.

Our Culture:

At Community Financial, our purpose is to create joy and ignite Michiganders' impossible dreams. A culture of joy and impossible dreams is a culture of belonging: belonging is the spark. Guided by our values of Relentless Care, Hustle & Grind, and Huzzah, we create a Culture of Belonging where every team member and member feels valued, connected, supported and can be their authentic selves.

Our Opportunities:

We are proud to offer a variety of professional development opportunities for our team members. From mentorships to internal growth programs, Community Financial aspires to provide team members the opportunity to reach their career goals while being their true, authentic self.

About the role:

Do you have experience working with creative captivating and compelling content?

Keep reading for additional information

The Member Experience Specialist II creates unparalleled in-person experiences for existing and prospective members seeking specialized investment and business financial products and consultation that interface with Community Financial Credit Union through our retail locations. By conducting interactive and collaborative interviews at new member origination, subsequent complex account maintenance and transactional requests, the Member Experience Specialist II/Care Center will identify opportunities to expand existing investment and business relationships while positioning Community Financial Credit Union as a first-choice market leader and the primary financial institution for the members they serve.

This position has a starting hourly rate of $22.55 but your offer amount may be increased with relevant work experience and transferrable skills.

A Day in the life of a Member Experience Specialist II can look like:

  • Protect the integrity and confidentiality of our membership by identifying members/account ownership to ensure proper access is upheld. Perform transactional duties to serve members with high accuracy in accordance with credit union policies and procedures as well as adhering to Community Financial Credit Union's balancing standards and proper dual control.
  • Originate and expand member relationships by conducting an in-depth and personalized review of the member's financial position. This is achieved by interviewing and finding opportunities to recommend product and services that meet the members financial goals.
  • Stay on top of news about products and initiatives, ready to apply your learning to member interactions.
  • Exceed service expectations by creating unparalleled member experiences and excellence with every interaction, taking ownership of issues and challenges, increasing member loyalty.
  • Demonstrate confidence, competency and an in-depth knowledge of all fiduciary deposit products, services/systems, and account types including checking, savings, CD's, IRAs and lending products to open and conduct required account maintenance.
  • Demonstrate a thorough knowledge of all digital banking products and services.
  • Create and maintain relationships when acquiring new members and maintaining existing ones, while promoting business growth and resolving customer issues.
  • Meet or exceed monthly branch goals including the promotion of ancillary products and submitting partner referrals by showcasing the added benefits and impact to the member.
  • Perform outbound and follow-up calls to members, informing them of Community Financial Credit Union's products and services.
  • Engage in genuine and inquisitive conversation to identify best match products and services that fulfill unstated needs and deepen the member relationship.
  • Embody the principles of Everyday Personal Leadership in order to develop and maintain strong and productive working relationships at all levels of the organization.
  • Acquire specialization (become a subject matter expert) in one or two areas (examples: trusts, IRAs, business accounts, compliance, debt protection, etc.)
  • Position may also process cash transactions based on the needs of the location.
  • Perform other duties as directed by leadership.

What you bring to the table:

  • High school diploma or equivalent.
  • Minimum two years' experience as a service representative in the retail or service industry or equivalent experience. Demonstrated proficiency at Community Financial Credit Union in a similar role may also be considered.
  • Proficiency using Microsoft Suite.

As a team member at Community Financial Credit Union, you'll enjoy:

  • Medical, dental, and vision plans
  • Four weeks of PTO for all full-time team members
  • Federal Bank Holidays off
  • Flexible work options depending on position
  • A generous 401k match
  • Numerous employee engagement activities
  • Community Resource Groups
  • Time off for occasions such as volunteering, caregiving, and family events

Contact/application information:

If this description appeals to you, please submit an application A member of CFCU's Talent Acquisition Team will be in contact with you shortly

Equal Employment Opportunity Policy:

Community Financial Credit Union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.

Disclaimer:

This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward.

Welcome to Community Financial Credit Union careers Our organization is constantly evolving, and we strive to offer creative solutions in a challenging hiring market. Our team members play a pivotal role in the success of our organization and pave the way for us to become the best financial partner for our members.

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