Branch Member Engagement Representative

2 weeks ago

Nicholasville, United States Commonwealth Credit Union Full time
Our goal is to be an Employer of Choice, and it takes all of us to achieve this. That's why all Commonwealth Credit Union team members are expected to live our Team 1 culture in all facets of their position. This includes our commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging.

At Commonwealth Credit union, we are united in our Common Purpose to Better Lives through OUR PASSION to Serve. This includes everyone, from our team members to the people in the communities we serve. That’s the emphasis of our Team 1 Culture. Together Everyone Achieves More. We believe We Better Lives when we cultivate diversity, promote equity, foster inclusion, are intentional about accessibility, and provide an environment where everyone feels like they belong. That’s an Extraordinary Experience. That’s Bettering Lives. That’s Team 1.

Our Branch Member Engagement Representatives are a vital part of our business efficiency and member satisfaction. They handle all inbound and outbound communication, providing a wide range of services and informed responses to our members and potential members.

Our Member Engagement Center (contact center) is based in Frankfort, but our Branch Member Engagement Representatives are assigned at strategic branches within the communities that we serve.

The duties of a Branch Member Engagement Representative include, but are not limited to:

Accuracy:

  • Completing member requests efficiently and accurately.
  • Following established guidelines to protect the security of our members.
  • Maintaining an acceptable level of errors and findings.
Quality Assurance Standards:
  • Maintaining acceptable quality assurance scores based on credit union standards for servicing incoming communications with members.
  • Establishing relationships with internal and external members and striving to provide exceptional service.
Communication:
  • Effectively communicating with internal and external members.
  • Representing the Credit Union in a professional manner.
  • Proficiently using software for communication tracking and member documentation and follow up.
Availability:
  • Staying readily available for incoming communications, keeping departures minimal.
Scorecard:
  • Meeting Credit Union standard for referring new memberships, checking accounts and loans.
  • Displaying knowledge of products and services and offering recommendations to members to meet their financial needs.


Some Saturday hours are required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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