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Member Engagement Representative

2 months ago

Glendale, Arizona, United States Credit Union West Full time
Job Overview

Credit Union West has consistently been recognized as a leading workplace in Arizona, achieving accolades for employee satisfaction and a positive organizational culture.

Position Summary

The Member Experience Specialist plays a crucial role in enhancing member satisfaction by embodying the organization's mission and core values. This position, based in a contact center environment, is dedicated to delivering exceptional member service. Responsibilities include ensuring prompt and accurate assistance while employing a consultative sales approach to strengthen member relationships and loyalty.

Key Responsibilities

  • Contact Center Operations (40%) – Provide efficient and courteous assistance to member inquiries via phone. Utilize conversational cues to identify and address member needs, ensuring adherence to verification protocols to prevent fraud. Meet established performance metrics related to service levels and member satisfaction.
  • Sales and Service Engagement (40%) – Actively engage with members to uncover opportunities for offering relevant products and services. Manage a diverse range of membership accounts and facilitate loan applications. Conduct follow-ups to ensure member satisfaction and meet sales objectives.
  • Digital Support (15%) – Assist members through various digital communication channels, ensuring professionalism and responsiveness. Promote the adoption of digital services and maintain strong member relationships through regular follow-ups.
  • Additional Duties (5%) – Perform other responsibilities as assigned.

Qualifications

Education: High school diploma or equivalent.

Experience: 1-3 years in customer service, ideally within retail, call centers, or financial services. Sales experience is advantageous.

Skills & Competencies:

  • Commitment to the mission and values of the credit union.
  • Effective communication skills, both verbal and written.
  • Strong problem-solving abilities and critical thinking.
  • Excellent time management and organizational skills.
  • Proficient in Microsoft Office and collaborative tools.
  • Understanding of relevant federal regulations and compliance requirements.