Member Success Specialist II - Hybrid

Public Service Credit Union•Lone Tree, CO

71d•Hybrid

About The Position

The Member Success Specialist II is responsible for effectively engaging with members and cross-selling products and services through multiple channels, including outbound calls to pre-established target markets, inbound calls, and online applications. They will provide the highest level of quality service to all internal and external members and promote member relationships that exceed expectations.

Requirements

Strong understanding of direct sales through a service culture with proven measurable results. Able to engage with members to earn the right to sell and build life-long relationships while increasing product per member, participation (balances) and revenue for the credit union.
Strong verbal, written and interpersonal communication skills with the ability to explain credit union products and programs, loan terms, features, policies and benefits to members and prospective members.
Excellent organizational and time management skills with ability to work independently and manage multiple priorities.
Strong analytical and problem solving
Strong relationship building and teamwork skills; able to motivate and influence others and build trust.
Solid knowledge and understanding of Canvas financial products and services.
Proficient in MS Office (Outlook, Excel, Word).
Ability to maintain confidence.
High school diploma or GED; additional education/training preferred.
Minimum of two years of experience in a customer service and sales environment; minimum of one year of financial services industry experience.

Responsibilities

Field telephone inquiries regarding new accounts and loans, assist members in completing applications, and serve as the primary point of contact through the application process.
Manage a portfolio of online applicants, serving as the primary point of contact through the application process.
Explain, promote, review and sell all Canvas products and services to current and prospective members with the purpose of increasing product and service mix usage, overall member engagement and loyalty, and member retention.
Execute on target lists provided by Product Management and Business Intelligence to generate the highest level of member engagement and revenue.
Engage effectively with members through multi-channel marketing, potentially including social media, outbound and inbound telephone contact, email, direct mail, letters, live chat, or any other relevant member communication channel.
Manage a portfolio of members to ensure they are engaged at every life stage, increasing membership lifetime value, member retention and strengthening member loyalty to the organization.
Help members afford life and accomplish their dreams and aspirations through the utilization of the credit union deposit (investments) and lending (borrowing) products.
Achieve or exceed production and engagement goals.
Maintain a high level of service, consistency and professionalism by delivering Canvas Core Values to both internal and external members at every engagement.
Contribute suggestions to improve member satisfaction and further Member Success team development.
Resolve member issues in a timely, consistent, and professional manner.
Exhibit support for the organization's goals, values, initiatives, and cost control.
Comply with Bank Secrecy Act (BSA) and other compliance and regulatory requirements.
Share knowledge on effective practices, competitive intelligence, business opportunities and needs.
Follow all safety and security guidelines to properly safeguard members and organization assets.
Make recommendations and participate in the development of policies, processes, and procedures.
Maintain up-to-date and accurate record-keeping system.
Embrace ongoing education and learn/apply new skills and software applications.
Maintain regular attendance and punctuality.
Perform other job duties as assigned.
This role at Canvas requires National Multistate Licensing System (NMLS) registration under the S.A.F.E. Act of 2008. This means we conduct background checks to ensure NMLS registration and Canvas requirements are met. (Not meeting or staying current may result in removal from role)
Pre-employment background review (components include: criminal, employment, address, social security number, motor vehicle record, global sanctions, and sex offender)
Assist with training new Member Success Specialists.
Have the ability to be on all channels including Inbound, Outbound and Online teams.
Works closely with Leadership or manager on special projects.
Be a resource to the entire team, especially when the supervisors are not available or out of office.