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Member Engagement Specialist
2 months ago
Member Engagement Specialist
Signal Financial is a forward-thinking and expanding Credit Union, proudly serving over 24,000 members with assets exceeding $400 million. Our mission is to redefine banking for our current and future members within the Washington Metro area. We aspire to evolve into a multi-billion-dollar financial institution by transforming our operations, particularly in enhancing the member experience. Our approach is centered on innovation, creativity, and agility in delivering unique products and services.
Role Summary
The Member Engagement Specialist (MES) plays a crucial role in providing an exceptional member experience by building rapport and trust, identifying financial aspirations through a thorough financial review process. The MES will collaborate with business line partners as necessary and oversee the relationship beyond the initial account setup, guiding members through the onboarding process. Additionally, the MES will conduct offsite presentations for both existing and potential Select Employer Groups (SEGs). This role also involves managing ongoing member service and transaction maintenance, including cash handling responsibilities. Flexibility to work alternating Saturdays and travel to various branches in the metropolitan area is required.
Key Responsibilities
- Conduct comprehensive financial reviews for new members, utilizing the D.R.S.W. (Developing Relationships the Signal Way) conversation framework. Present suitable product solutions and refer to other business line partners as needed.
- Address inquiries regarding products and services, resolving issues within the authority. Escalate complex problems to the supervisor with recommendations.
- Assist branch managers and facilitate offsite presentations to SEGs.
- Identify opportunities for cross-selling and recommend appropriate products and services as needed.
- Ensure all necessary documentation is accurately completed, adhering to the Credit Union's policies and procedures.
- Maintain member relationships through proactive outreach and the use of Relationship Management software.
- Act as a liaison between members and various departments and organizations.
- Perform teller drawer activities as required by business needs.
- Execute other related duties as assigned.
Qualifications
- High school diploma or GED; college degree preferred.
- Two to five years of relevant experience required.
- Prior experience in a Financial Services Company or Credit Union is preferred.
- Ability to work alternating Saturdays, with a minimum of two per month at various branches.
- Flexibility to travel to multiple branches in the metropolitan area.
- Strong interpersonal skills, presentation abilities, and a tactful approach in dealing with both members and employees are essential.
- Experience in motivating or influencing others is required.
- Ability to foster positive relationships with other entities (companies and/or individuals) is necessary.
- Strong organizational skills, attention to detail, and accuracy are required.
- Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint is required.
- Prior experience with core systems, such as Symitar, is preferred.
The responsibilities outlined above are not exhaustive and may be expanded to include additional duties as deemed necessary by management.
Signal Financial is proud to be an EEO/AA/Minorities/Females/Disabled/Veterans employer.
