Member Experience Expert

American 1 Credit Union•Jackson, MI

15h•Onsite

About The Position

The Member Experience Expert is responsible for delivering excellent member experience through member outreach. The Member Experience Expert has broad knowledge of all credit union products, can convert leads into qualified opportunities, and can execute lead-generation campaigns. The Member Experience Expert must be a self-motivated individual who thrives on meeting goals and exhibits diligence in outreach and follow-up via outbound calling, email, and strong communication to generate new opportunities. This position requires excellent communication skills to effectively engage with the member, recognize their needs, and ensure they are offered products and services that support their financial wellness. The Member Experience Expert works collaboratively with their team to ensure that the member’s experience is superior and goals are achieved.

Requirements

A minimum education of a high school diploma or GED.
Experience in sales or roles involving upselling and relationship building.
Experience with outbound phone sales is preferred.
People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Committed to executing individual scorecard goals as well as achieving branch goals.
Focused, Accuracy, Attention to Detail: Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information, and plans and organizes time and resources efficiently.
Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential, including member, employee, and credit union information. Follows all core processes, policies, and procedures.
Engaged and Collaborative: The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members to anticipate problems and ensure the effectiveness of the institution.
Humbly Confident and Inquisitive: Committed to asking questions for clarification so that confidence is built in the member relationships. Admit when there is an opportunity for improvement and celebrate with the team when we win together.

Nice To Haves

Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Knowledge of credit union products, services, policies, core processes, and procedures
Demonstrated member-focused strategy skills
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility in handling confidential information

Responsibilities

Focus on Purpose/Mission: Focused on the credit union's purpose and mission statement of creating financial wellness in our community through everyday banking.
Engaged Communication: Engage members and teammates through thoughtful, respectful communication that prioritizes understanding needs and providing high‑quality solutions.
Member Outreach: Research accounts and generate interest to stimulate opportunities. Track all relevant campaigns, qualifications, and lead management. Provide service for existing accounts. Refers lines of credit for overdraft protection and/or Visa applications. Respond to members' questions and/or direct them to the proper person for specific information and assistance.
Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals. Engage members through outbound sales calls and promote relevant products and services tailored to their needs.
Attention to Detail and Confidentiality: Ensure that all member activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
Core Process, Policy, and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements
Community Advocate: Serves as a representative of the credit union while in the community.
Conduct member outreach to generate opportunities, manage leads and campaigns, service existing accounts, refer credit solutions, and respond to member inquiries and concerns.
Support and Collaborate with Department Team
Personal Scorecard Results