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Member Engagement Specialist

2 months ago

Dallas, United States Baylor Health Care System Credit Union Full time

POSITION TITLE: Member Engagement Specialist (MES)

POSITION REPORTS TO: VP Branch Operations

 

The Credit Union is looking for a Member Engagement Specialist (MES), our version of a personal banker. Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate. Educate members on emerging Credit Union technology and digital solutions. Performs lobby engagement activities to connect with Members and position products to meet their needs. This position will serve as a Business Development Officer and partner with the branch team to ensure our members get access to experts who can help them with specialized financial needs and develop new business for the Credit Union. We are looking for excellent communicators with solid knowledge of banking processes and products. Sales, banking and customer service experience can help you succeed in this role. The ideal candidate is passionate about helping others with accuracy, is self-driven, and familiar with financial institution regulations.

 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

  • Greet members with BHCSCU Way greeting.
  • Generate and close high-quality leads across the product range while providing world class service to all our members.
  • Identifies cross-selling opportunities both by telephone and with required marketing call logs that are assigned.
  • Participates in sales development activities, which could be outside normal working hours.
  • Process secured and unsecured applications in person, online, and by phone.
  • Actively promote and sell the Credit Union’s full line of financial services by asking appropriate questions, assessing member needs, and offering alternative solutions; through auto loans, signature loans, lines of credit, credit cards, secured loans.
  • Effectively presents and sells ancillary products, such as Credit Life, Credit Disability, Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC), while meeting set sales penetration objectives.
  • Foster strong working relationships with Branch Operations staff, while also supporting Member Engagement Specialist teammates in a collaborative environment.
  • Determine eligibility to promote all back-end products for every loan, refer members to Insurance, Investment, Business and Mortgage Partners
  • Proactively participate in outbound calling campaigns, contests, and other sales initiatives to generate business.
  • Maintain in-depth knowledge of and comply with all department and security policies, procedures and federal regulations, including BSA requirements.
  • Provide excellent customer service by responding to members’ requests, resolving issues, and/or directing them to the appropriate department to ensure member satisfaction in a timely manner.
  • Provide back-up as needed to general phone queue to assist members.
  • Assist members with requests for service as needed in cash operation services and financial services.
  • Process and complete account openings and closings including, but not limited to share, share draft, IRAs, and Safe Deposit Boxes.
  • Perform the following member transactions: add and remove joint owners, order checks, issue stop payments, debit cards, make adjustments to accounts (with parameters), ACH revocation, share and share draft payroll requests, and wire transfers.
  • Notarize documents as needed.
  • Assist members with requests for service as needed in cash operation services, deposits, loan payments, and any additional financial services.
  • Receive, complete and forward member fraud requests in a timely manner.
  • Maintain proper security and exercise good judgment.
  • Foster a culture that promotes teamwork, service excellence and relationship building within the covered branches and overall organization.
  • Perform other duties as assigned.

REQUIRED EXPERIENCE

  • Minimum two (2) years of banking, credit union or customer service experience
  • Minimum two (2) years or more experience in a high paced sales environment with a track record of meeting and/or exceeding goals
  • Must be able to work in-person at assigned branch location
  • Ability to work diligently and independently to meet goals with high attention to detail, accuracy and thoroughness, with minimal supervision
  • Required to ensure the security and confidentiality of all account and related information which is part of their work and for ensuring that their work is compliant with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

EDUCATION & CERTIFICATIONS REQUIRED

  • High School Diploma/GED required, Associates or Bachelor degree in a business or finance field preferred.
  • Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience or education and hands-on use of the software.
  • High comfort level in utilizing computers.
  • Professional written and verbal communication.
  • Multilingual verbal and written skills preferred.

SKILLS REQUIRED

  • Ability to recognize and proactively seek sales opportunities to meet set goals.
  • Ability to self-motivate with strong organization skills and capacity for attention to detail.
  • Ability to demonstrate problem-solving, teamwork abilities and the ability to perform basic math calculations and analyze data.
  • Ability to perform in a fast-paced environment, handle multiple tasks and function as an integral part of a team.
  • Ability to effectively prioritize work and meet deadlines.
  • Ability to maintain satisfactory performance and attendance.
  • Ability to sit and/or stand for extended periods of time.
  • Ability to work varying schedules, including evenings, holidays, and weekends, as needed.

BENEFITS

  • Vacation: 3.3 hours per pay period, may bank up to 320 hours
  • Holidays: The credit union observes eleven major/minor holidays annually
  • Training days: The credit union conducts an all-staff training day on a minor holiday
  • Sick Time: 3.0 hours per pay period, may bank up to 320 hours
  • Medical: Excellent medical plan provided at no cost, upgraded plans available for purchase
  • Dental: Provided at no cost to employee
  • Vision: Provided at no cost to employee
  • Life insurance: Two times annual salary, capped at $100k maximum
  • Short Term Disability: Provided at no cost to employee
  • Long Term Disability: Provided at no cost to employee
  • Retirement: Credit union funded traditional pension plan provided at no cost to employee