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Member Engagement Specialist

3 months ago

Atlanta, United States Excel Federal Credit Union Full time
Job DescriptionJob Description

**Please read job summary, experience needed, and qualifications in its entirety**

POSITION: Member Engagement Specialist

SCOPE: The position serves to deliver outstanding, professional phone and in-person service to members and potential members by effectively and efficiently identifying member needs, possessing strong communication skills with the ability to offer suitable products/services/solutions while building and deepening the financial relationship to make Excel FCU the member’s most trusted financial partner.

AUTHORITY: Reports to the Manager of Member Engagement and Lending

DUTIES AND RESPONSIBILITIES:

  • Professionally greet and assist members and potential members in person and via phone.
  • Effectively use active listening, research, and problem-solving skills to identify and offer solutions to members.
  • Responsible for meeting deposit and loan goals by cross-selling products/services to new and existing members.
  • Cross-sell appropriate products/services to new and existing members to include deposit products.
  • Guide members through the car buying experience and lending guidelines for auto loans, personal loans, and credit cards.
  • Meet or exceed assigned operational, cross-sale, and organizational goals and objectives.
  • Perform a wide range of transactional duties including but not limited to account maintenance and opening several types of personal and business accounts with accuracy.
  • Inform and educate members on the features and benefits of Excel FCU products/services.
  • Represent Excel FCU and engage with potential members at community events to help generate new business and positive brand awareness.
  • Basic (non-cash) teller transactions as assigned
  • Complete loan applications with members
  • Responsible for deposits and lending calls.
  • Complete all assignments and assigned staff training on or before the deadline.
  • Perform other duties as assigned by the Member Engagement Manager.

Knowledge and Skills:

  • 2-3 years of Banking and Lending experience
  • 3-5 years’ customer service experience in a call center or related customer service environment.
  • Excellent listening skills, communication skills including written, verbal, and telephone skills
  • Strong attention to detail, focusing on accuracy and quality of work
  • Proficient working knowledge of Microsoft Word, Excel, and Outlook
  • Positive, pleasant, and professional demeanor.
  • Strong commitment to providing follow-up and ensuring exceptional service is provided
  • Ability to maintain confidentiality
  • Ability to effectively multitask, while staying organized and maintaining good time management.
  • Demonstrate decision-making skills
  • Maintain current knowledge of the credit union’s member service policies and procedures
  • GA Notary public a plus
  • Bilingual a plus

Education:

  • A high school education or GED

Physical Requirements:

  • Required job duties are essentially sedentary work consisting of listening, talking keyboard/computer entry, occasional walking, standing, and lifting/carrying up to ten pounds.
  • Frequent surrounding noise (office machines, conversations of others, phones etc.). Employees must have the ability to focus on tasks and members with moderate surrounding noise levels.
  • Some weekend work is required to attend community events.

****This is a full-time, Monday to Friday, in-office position****