Member Outreach Specialist

REV Federal Credit Union•Summerville, SC

About The Position

DUTIES & RESPONSIBILITIES Assumes responsibility for being a REV ambassador through outbound contact efforts: Uncover member needs to cross-sell additional products and services. Nurture member relationships for future conversion. Using analytics, work with Member Experience Manager to set product, service and usage goals. Assist in developing outbound call scripts and email templates. Be well versed in REV product knowledge to offer creative financial solutions. Advise members of pre-screen offers and next best products to sell based on analytics. Drives service utilization by educating members on products benefits. Drive member digital engagement by promoting self-service functionality. Assumes responsibility for delivering exceptional member service: Demonstrate a passion to increase member satisfaction based on results from survey feedback. Increase adoption rate on products and services. Reduce member attrition through outreach to encourage account utilization. Meet and exceed member and team member service level agreement standards. Assumes responsibility for reporting support in the Contact Center: Reports weekly closed business and referrals to the Member Experience Manager. Utilize the CRM to document member interactions and schedule future touchpoints. Track and analyze data adjusting scripting and engagement strategies to improve results. Collect product and service feedback to make improvement recommendations. Assumes responsibilities for related duties as required or assigned.

Requirements

High school diploma or equivalent
Two (2) years of experience in a sales environment
Strong interpersonal and communication skills to help build rapport and drive for results.
Excellent listening and written skills.
Highly organized and efficient.
Handling member objections effectively
Exceptional analytical and creative problem-solving skills.
Highly self-motivated.

Responsibilities

Uncover member needs to cross-sell additional products and services.
Nurture member relationships for future conversion.
Using analytics, work with Member Experience Manager to set product, service and usage goals.
Assist in developing outbound call scripts and email templates.
Be well versed in REV product knowledge to offer creative financial solutions.
Advise members of pre-screen offers and next best products to sell based on analytics.
Drives service utilization by educating members on products benefits.
Drive member digital engagement by promoting self-service functionality.
Demonstrate a passion to increase member satisfaction based on results from survey feedback.
Increase adoption rate on products and services.
Reduce member attrition through outreach to encourage account utilization.
Meet and exceed member and team member service level agreement standards.
Reports weekly closed business and referrals to the Member Experience Manager.
Utilize the CRM to document member interactions and schedule future touchpoints.
Track and analyze data adjusting scripting and engagement strategies to improve results.
Collect product and service feedback to make improvement recommendations.
Assumes responsibilities for related duties as required or assigned.