Member Contact Specialist

CapEd Credit Union • Meridian, ID

8d • Onsite

About The Position

The Member Contact Specialist promotes member financial well-being through engaging members in meaningful conversations to resolve financial inquiries, enrich the member's experience and deepen their relationship with the credit union. Responds to members through all available incoming communication channels, including written correspondence, and follows up with member needs. Initiates outbound contact with members.

Requirements

• One year to three years of similar or related experience.
• Excellent written and verbal communication and interpersonal skills.
• Experience at an intermediate skill level using computers and MS Office software.
• Good listening skills and problem-solving skills.
• Employees are empowered by being held accountable in their responsibilities and exhibit EPIC in Empowering Members by educating in financial solutions; Professionalism in all aspects of Member service both externally and internally; Innovation in delivering member products and services and in job performance by looking for efficiencies to better serve our members both externally and internally; and, Collaboration in listening and learning about the Members needs and collaborating to fill those financial needs as well as collaborating with internal members to best serve our Members.
• Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Effectively meeting the member needs; building productive member relationships; taking responsibility for member satisfaction and loyalty.
• Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects or clients.
• Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.
• Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Interacting with others in a way that gives them confidence in ones intentions and those of the organization.
• Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time.
• Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Actively identifying new areas of learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skills on the job and learning through their application.
• Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Responsibilities

• Assists members and potential members with their inbound account inquiries and account maintenance while actively listening to and inquiring about members needs with the objective of providing the ultimate member experience and value-added solutions.
• Reaches out to members through video calls, online membership requests, and outbound retention calls with the objective of enriching the member experience and deepening their relationship with CapEd by linking services of value and teaching members to navigate ease of service solutions.
• Responds to written communication and follows up with unsatisfactory mobile surveys or social media reviews to improve the member relationship.
• Resolves complex member inquires with a one-call resolution philosophy by utilizing company policies.
• Researches and explores potential solutions to provide alternatives for members.
• Follows escalation processes to direct members to appropriate team member as needed.
• Maintains knowledge of all Credit Union products, services, and promotions.
• Contributes to efficient Credit Union operations by performing other job duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED