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Senior Member Engagement Specialist

2 months ago

Phoenix, Arizona, United States Arizona Central Credit Union Full time
Position Overview

Arizona Central Credit Union: Recognized Among the Top 10 Credit Unions in Arizona

Arizona Central Credit Union provides an extensive benefits package, which includes medical, dental, vision, a 401k plan with up to 6% matching, an employee assistance program, and additional perks.

Key Responsibilities:
This role is pivotal in implementing strategies aimed at bridging the service gap and achieving our objective of delivering an exceptional service experience. This involves identifying member concerns and behavioral shifts, addressing their issues, and ultimately enhancing member retention.

Detailed Responsibilities:
  • Oversee the development and analysis of reports that highlight shifts in member behavior, indicating potential transitions to other financial institutions.
  • Investigate member feedback, including both positive remarks and complaints gathered from surveys.
  • Engage with members through both verbal and written communication to resolve their specific issues, ensuring alignment between member expectations and credit union policies.
  • Inform members about the credit union's offerings, ensuring they are utilizing the most suitable services to fulfill their individual requirements.
  • Identify and propose enhancements to internal processes and procedures to align with organizational goals.
  • Facilitate the integration of sales, service, and support within the credit union.
  • Manage the service recovery process and provide relevant reporting to management.
Qualifications:
Experience: A minimum of 5 years in a similar or related role.
Education: High school diploma or equivalent.
  • Extensive knowledge of all credit union products and services is essential.
  • Strong skills in sales and relationship development are required.

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