Member Outreach Specialist

Foothill Credit Union•Arcadia, CA

2d•$29 - $32•Hybrid

About The Position

Foothill Credit Union isn’t just a financial institution—we’re a trusted partner proudly rooted in the heart of the San Gabriel Valley. For decades, we’ve been serving educators, healthcare professionals, municipal employees, families, and more than 250 local businesses with one mission: to improve our members' financial health. The Member Outreach Specialist (MOS) is a dynamic, people-focused professional who brings energy, polish, and a consultative approach to new member onboarding, sales, and ongoing engagement. This role plays a critical part in driving organizational growth by maximizing approved loan closings, supporting online and digital membership expansion, and proactively engaging new and prospective members through targeted phone, email, and text outreach. The MOS serves as a primary point of contact for new members, including online applicants and approved borrowers who have not yet funded, providing guidance, consultation, and hands-on assistance with processing, funding, account openings, and next steps. In partnership with Marketing and Business Development, this position executes focused outreach campaigns designed to grow membership, increase loan volume, and deepen member relationships. Success in this role depends on strong collaboration with Consumer Loan Specialists, branch team members, marketing partners, and Business Development Consultants to ensure timely follow-up, seamless service, and measurable results.

Requirements

High School Diploma or GED required
Minimum of three (3) years of experience in personal banking, preferably within credit union operations, working in departments such as New Accounts and Lending
Experience in consumer loans and deposit products in the Meridian Link lending system (or other loan or new account origination platforms) is required
A solid understanding of credit union regulations and statutes is required
Aptitude for detail and ability to perform in a fast-paced and changing environment
Experience with credit reports
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to read and analyze loan documents and all applicable disclosures
Strong oral and written communication skills
Must have functional knowledge and experience with Windows (Word, Excel, PowerPoint, etc.) and other computer applications
Ability to use discretion when handling confidential information
Self-motivated and frequently demonstrates initiative by going "above and beyond" performing what is required for the position
Ability to maintain a good working relationship with all team members, members, and to use good judgment in recognizing the scope of authority

Nice To Haves

Desired certifications in the following areas: National Mortgage Licensing System (NMLS)
Bi-lingual (Spanish/English) proficiency is preferred

Responsibilities

Assume responsibility for all online new membership applications using Meridian Link with effective cross-selling and communications through the entire onboarding lifecycle
Assume responsibility for consulting and closing Consumer Loan applications using Meridian Link that have been approved but have not been funded
Service calls in conjunction with the established 45-day onboarding process in effect for all new members
Open new share accounts and all services associated with the account
Maintain a complete understanding of all Foothill products and services, including all deposit products and services and consumer loan products, including Home Equity Lines of Credit and Home Advantage products and digital services
Has a complete understanding of all Consumer loan ancillary products, Mechanical Breakdown Insurance (MBI), Guarantee Asset Protection (GAP), and Credit Life/Disability Insurance
Maintain a thorough working knowledge of key application systems such as Epysis, Meridian Link, text message solution, Alkami, CRM, etc.
Partner with the Marketing and Business Development teams to develop and request targeted outbound member contact campaigns by actively promoting, explaining, and cross-selling credit union promotions
Attend all front-line meetings and trainings when requested
Prepare monthly production reports for tracking and process improvement
Regularly makes suggestions to improve policies, procedures, member programs/promotions, and process changes