Member Engagement Representative

ASSOCIATED CREDIT UNION•Peachtree Corners, GA

1d•$22 - $27

About The Position

The Member Engagement Representative supports Associated Credit Union’s mission by helping members find financial products that meet their needs, providing service that exceeds expectations, and building relationships that inspire trust. The role requires general knowledge of ACU products and services and develops and engages new members through direct phone contact, mail, and email. During the first year, the representative focuses on increasing member loyalty and use of products and services while providing value and a positive member experience. The role also contributes to member engagement strategic plans, including integrating data and processes into Salesforce (CUBE), and collaborates with consumer lending and new account teams.

Requirements

High school graduate or equivalent.
1–2 years of member (customer) service, call center, or banking experience.
Proficiency with MS Word, MS Excel, MS Outlook, and Adobe PDF.
Excellent verbal and written communication skills, including proper phone etiquette, clear speech, and active listening.
Ability to recognize others’ emotions and understand their perspectives.
Strong organization and attention to detail.
Technical proficiency with computers, telephones, scanners, and copiers.
Ability to work well with others.
Strong work ethic and ability to work with minimal supervision.
Positive approach and patience.

Nice To Haves

Some secondary education.

Responsibilities

Welcome new members to ACU through onboarding.
Contact members by phone or email to verify their current products and services.
Ensure members receive superior service.
Engage and educate members about current products and services.
Clearly communicate account setup requirements.
Use feedback to improve the onboarding process.
Understand members’ financial objectives and needs, and answer questions about products, services, procedures, and policies.
Establish relationships with new members and deepen existing relationships.
Refer unresolved member needs to the designated department or supervisor.
Invite members to complete surveys.
Assist and support other departments in handling member requests and needs.
Assist with tracking and reporting.
Take a proactive role in developing and executing member engagement strategic plans, including integrating data and processes into Salesforce (CUBE).
Represent ACU courteously and professionally.
Collaborate with the consumer lending and new account teams.