Member Onboarding and Relationship Specialist

GHS Federal Credit Union•City of Binghamton, NY

23h•Onsite

About The Position

The Member Onboarding & Relationship Specialist is responsible for converting newly acquired indirect lending relationships into engaged, multi-product GHS members and for protecting the existing membership base from attrition. This role serves as the primary point of relationship development for members who join GHS through the indirect auto lending channel — currently the single largest source of new memberships — and is accountable for moving those members from a transactional loan relationship into full credit union engagement. The role also owns proactive outreach to dormant and at-risk members, with a clear mandate to reengage relationships before they lapse and to retain members who show signals of leaving. Success in this position is measured in member depth, member retention, and the conversion of single-service relationships into long-term, multi-product GHS memberships.

Requirements

Minimum two years of demonstrated outbound sales, business development, member or customer relationship development, or call center sales experience required.
Professionalism, courtesy, finesse, tact and diplomacy.
Demonstrated ability to build rapport quickly over the phone, identify member needs through effective questioning, and influence purchase and adoption decisions without high-pressure tactics.
Clear verbal and written communication.
Must be able to operate standard office equipment and efficiently use and navigate a computer.
Must be able to type and key data utilizing the Microsoft Office Suite and software unique to the credit union.
Ability to navigate multiple systems and document conversations in real time while speaking with the member on the phone.

Nice To Haves

Financial services or credit union experience strongly preferred.
Direct experience converting prospects or single-service customers into multi-product relationships is a significant advantage.
Experience with CRM or call tracking software strongly preferred.
An Associate Degree is preferred.

Responsibilities

Conduct structured outbound contact with members acquired through the indirect auto lending channel within 7 days of loan funding. Welcome the new member to GHS, explain the full range of credit union products beyond the indirect loan, and actively position checking accounts, debit cards, online and mobile banking, credit cards, and additional lending products.
Conduct outbound onboarding calls to all newly opened GHS memberships as a core daily function. Welcome each new member, confirm understanding of opened products, identify additional needs, and cross-sell GHS products and services such as new checking accounts, loan products, credit cards, debit cards, and online/mobile banking.
Work an assigned list of dormant members on a cadence defined by the manager with the goal of reactivating the relationship.
Identify members who exhibit at-risk signals — including account closure requests, declining transaction activity, withdrawal of direct deposit, or sustained balance decline — and conduct retention outreach with the goal of preserving the relationship.
Execute defined outbound calling campaigns to grow products per member, including referral follow-up, post-event outreach, and member development initiatives as assigned.
Document all member outreach, contact attempts, conversations, and outcomes in the credit union's designated CRM or call tracking system on the same business day.
Assist members with inquiries relating to, but not limited to, opening and closing accounts, product inquiries and credit union service in support of member accounts, IRA administration, CDs, transactions involving multiple savings bonds, and deceased member accounts.
Resolve problems or discrepancies concerning member accounts. If needed, refer them to appropriate staff.
Perform other duties as assigned.