Member Engagement Specialist

EdFed•Miami, FL

21h•Onsite

About The Position

The Member Engagement Specialist serves as the primary contact for the 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 processing new account applications acquired from field-based events or online channels, conducting welcome calls to new members, and proactively identifying opportunities to deepen member relationships by offering product and service solutions. This role also assists the Manager of Member Engagement in developing member surveys, member focus groups, manager-level reporting, and summarizing insights tied to member feedback across various channels. Additionally, the specialist conducts account activation calls for dormant members, performs necessary survey follow-up, completes weekly and monthly member survey reports, and assists in developing member onboarding strategies and outcall programs. The role requires resolving member escalation calls using critical thinking and collaboration, periodically participating in employee focus groups and end-user testing for key enterprise projects, and supporting other marketing-related functions as needed, including social media content creation. Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Requirements

Compliance with all Bank Secrecy Act (BSA) policies and procedures.
Attendance at required BSA-related training.

Nice To Haves

Social media content creation

Responsibilities

Serve as primary contact for development and administration of member survey, service recovery, and member onboarding programs.
Process new account applications acquired from field-based events or online channels.
Conduct welcome calls to new members.
Proactively identify opportunities to deepen member relationships by offering product and service solutions.
Assist in the development of member surveys and member focus groups.
Assist in the development of manager-level reporting and summarizing insights tied to member feedback across various channels.
Conduct account activation calls for dormant members.
Conduct necessary survey follow-up calls/emails to troubleshoot any member concerns.
Complete weekly and monthly member survey reports for senior leadership.
Assist in the development of member onboarding strategies, member outcall programs, and other member engagement initiatives.
Resolve member escalation calls by using critical thinking skills and collaboration with other departments.
Periodically participate in employee focus groups and end-user testing for key enterprise projects.
Support other marketing-related functions as needed, including social media content creation.
Perform other job duties as assigned by management.
Comply with all Bank Secrecy Act (BSA) policies and procedures, and attend required BSA-related training.