Member Engagement Specialist

3 weeks ago


Philadelphia, Pennsylvania, United States American Heritage Credit Union Full time
Responsibilities
  • Provide an ultimate level of service to members and employees of American Heritage Federal Credit Union in a pleasant, efficient manner via telephone, electronic communications, and/or mail.

  • Analyze and identify member's questions/problems and refer/cross-sell a product or service through the use of the ACS system to meet expectations/financial needs of the member.

  • Perform various transactions on accounts and research member inquiries, including follow-up to ensure member satisfaction.

  • Provide education to new Member Advisors I to answer incoming calls, use necessary programs to assist membership, advanced knowledge of Credit Union Products and Services.

  • Act as a resource for Member Advisors for questions and program support.

  • Supervise in absence of Member Advisor Supervisor and/or Manager. Inform Supervisor/Manager of coaching and assistance provided to MA I upon their return.

  • Provide feedback to Member Advisor Supervisor for coaching purposes.

  • Answer escalated calls from Member Advisor I, satisfy member needs by offering alternative solutions, contact appropriate department for assistance, and follow up with member in agreed-upon timeframe.



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