Member Engagement Specialist

Baylor Health Care System Credit Union•Dallas, TX

4d•Onsite

About The Position

The Member Experience Manager is dedicated to strengthening our members’ financial well-being by uncovering needs and providing tailored solutions through loans, deposit accounts, and supportive services. They perform lobby and business development activities to connect with members or prospects. Through trusted relationships and proactive engagement, this team member contributes to the growth of the credit union, deepening relationships, expanding services, and overall contributing to the sustainability of the organization.

Requirements

Minimum two (2) years of banking or credit union experience
Minimum two (2) years or more experience in a high paced sales environment with a track record of meeting and/or exceeding goals
Ability to work diligently and independently to meet goals with high attention to detail, accuracy and thoroughness, with minimal supervision
Knowledgeable of banking regulations and ensures adherence to all compliance standards, policies, and procedures
Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint)
Proficient in navigating and utilizing computer systems to perform daily tasks efficiently and accurately
Ability to recognize and proactively seek sales opportunities to meet set goals.
Maintains a high level of accuracy in transactions and documentation, ensuring completeness and minimizing risk.
Balance service and performance by meeting or exceeding goals while maintaining a strong focus on member trust and experience
Strong verbal and written communication skills with the ability to explain financial products clearly, professionally, and in a member-friendly manner
Ability to effectively prioritize work and meet deadlines.

Nice To Haves

Associates or Bachelor’s degree in a business or finance field preferred.
Multilingual verbal and written skills preferred.

Responsibilities

Provide exceptional member service by responding to requests, resolving issues, and directing members to appropriate team members to ensure timely satisfaction
Build rapport by thoroughly interviewing applicants to understand their full financial picture and needs
Provide financial counseling (budgeting, debt management, savings strategies, etc.)
Assist members with requests for financial services including but not limited to account and debit card maintenance, online banking assistance, payments, deposits, and wire request.
Provide backup support to the phone queue to assist members as needed
Actively promote and sell the credit union’s full range of financial products and services by assessing needs and offering tailored solutions
Generate, track, and close high-quality leads across all product lines while delivering world-class service
Identify cross-selling opportunities through inbound/outbound calls and in-branch member interactions
Participate in business development activities, including SEG engagement and credit union events
Proactively engage in outbound calling campaigns, contests, and sales initiatives to generate business
Utilize effective sales techniques, including open-ended questions, active listening, and benefit-based selling to overcome objections and close sales
Process secured and unsecured loan applications across multiple channels (in person, online, and by phone)
Analyze credit reports to identify opportunities, educate members on improving credit, and recommend appropriate products
Maintain knowledge of credit reporting, loan processing, and underwriting guidelines
Ensure loan files are complete, accurate, and well-documented with clear recommendations for decisioning
Maintain an active loan pipeline, ensuring timely follow-up, proactive communication, and strong approval-to-funding ratios
Effectively present and sell ancillary products such as Credit Life, Credit Disability, GAP, and Mechanical Repair Coverage while meeting penetration goals
Determine eligibility and refer members to insurance, investment, business, and mortgage partners as appropriate
Perform other duties as assigned