Branch Member Engagement Representative

Commonwealth Credit Union•Harrodsburg, KY

14h

About The Position

Branch Member Engagement Representatives are the primary point of contact for credit union members through inbound and outbound phone calls. They represent Commonwealth Credit Union professionally and provide an exceptional member experience that exceeds department standards. The role is assigned to certain branches in the communities served, while the Member Engagement Center is based in Frankfort. Representatives respond promptly and accurately to inquiries, follow quality assurance and security procedures, assess member needs, and provide effective solutions. They work in a fast-paced, high-volume call environment, organize tasks for accuracy and efficiency, and maintain required knowledge assessment scores. The position also supports sales and membership growth by helping members identify appropriate products and services. Commonwealth Credit Union emphasizes its Team 1 culture and commitment to bettering lives through service. Team members are expected to appreciate differences, foster connections, and help ensure an inclusive environment where everyone can thrive. Work hours are Monday through Friday, 9:00 a.m. to 5:00 p.m., and Saturday, 9:00 a.m. to 12:30 p.m. Representatives must be able to work at least two Saturdays per month.

Requirements

Ability to work the stated schedule, including at least two Saturdays per month.
Strong critical-thinking skills.
Ability to communicate professionally and empathetically in verbal and written formats.
Ability to multitask in a fast-paced, high-volume call environment.
Ability to organize work accurately and efficiently while following security procedures.
Ability to maintain availability for incoming communications.

Responsibilities

Handle incoming and outgoing member communications in accordance with credit union guidelines and quality assurance standards.
Use critical thinking and proactively identify innovative solutions to complex challenges.
Maintain availability for incoming communications by minimizing unscheduled departures and ensuring absences are justified or pre-planned.
Promote credit union products and services to support sales development.
Open new memberships, checking accounts, and investment products accurately and in compliance with credit union standards.
Meet performance goals for product retention and member engagement.
Maintain current knowledge of credit union offerings and match members with suitable products and services.
Explain terms and conditions clearly and empathetically when presenting solutions.
Collaborate with credit union support departments to resolve member issues, providing accurate and timely information.
Communicate professionally with members, management, and other departments in verbal and written formats.
Fulfill member requests accurately and efficiently, delivering exceptional service with minimal errors.
Pursue development opportunities, such as conferences, certifications, learning courses, and internal or external leadership programs.
Maintain required knowledge assessment scores.