About this role
Job Summary:
The Member Engagement Specialist serves as primary contact for development and administration of the member survey, service recovery, and member onboarding programs that promote increased engagement and stronger relationship-building practices throughout the Credit Union's Retail channels.
Duties include:
• Processes new account applications acquired from field-based events or online channels, conducts welcome calls to new members, and proactively identifies opportunities to deepen member relationships by offering product and service solutions.
• Assists the Manager of Member Engagement in the development of member surveys and member focus groups to continually enhance member experience throughout Front Line channels.
• Assists the Manager of Member Engagement in the development of manager-level reporting and summarizing insights tied to member feedback across various channels, including member surveys, social media comments, and online reviews.
• Conducts account activation calls for dormant members to reactivate their accounts while offering credit union products and services.
• Conducts necessary survey follow-up calls/emails to troubleshoot any member concerns.
• Completes weekly and monthly member survey reports for senior leadership.
• Assists the Manager of Member Engagement in the development of member on-boarding strategies, member outcall programs, and other member engagement initiatives.
• Able to resolve member escalation calls by using critical thinking skills and collaboration with other departments.
• Periodically participates in employee focus groups and end-user testing for key enterprise projects
• Supports other marketing-related functions as needed, including social media content creation
• Perform other job duties as assigned by management.
Qualifications
Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.
Job Type: Full-Time
The following are some benefits offered to employees of EdFed:
• Paid Birthday
• Paid Holidays
• Paid Sick and Personal Time
• Paid Vacation
• Tuition Reimbursement
• 401K (with matching funds) and CU contributions