Outbound Member Experience Professional II-Digital Engagement

Partners Federal Credit Union•Lake Buena Vista, FL

11d•$20 - $30•Onsite

About The Position

The Outbound Member Experience Professional (MEP) II – Digital Engagement position supports the digital member experience by providing outbound service, education, and engagement to Partners Federal Credit Union members. This role focuses on building relationships with members through proactive outreach, supporting financial wellness, identifying solutions that align with member needs, and strengthening overall satisfaction with PFCU’s products and services.

Requirements

High School Diploma or GED
2 to 5 years of experience in outbound call center with proven track record of results.
NMLS Certification
Ability to use a personal computer and related software applications including Microsoft Outlook
Experience using Meridian Link or other LOS system
Experience using CRM or other member relationship tracking systems
Demonstrated advanced sales and business development skills with the ability to identify customer needs, present those needs with a “feature first” approach to deepen the engagement level of the member and sell PFCU’s products and services.

Responsibilities

Conduct proactive outbound calls and digital outreach to engage members with products, services, and resources.
Build relationships by understanding member needs and offering tailored solutions.
Provide accurate information about products, services, and digital tools.
Support members in accessing and using digital channels effectively.
Identify opportunities to match members with appropriate financial solutions.
Generate quality referrals to internal partners (e.g., lending, wealth management, home mortgage).
Develop trust and rapport through consistent follow-up and personalized interactions.
Promote long-term member loyalty by anticipating needs and providing value-added service.
Ensure compliance with all regulatory requirements, policies, and procedures.
Maintain confidentiality and accuracy in all member interactions.
Meet or exceed individual and team performance goals related to outreach, referrals, and member satisfaction.
Track activities and outcomes using designated systems and tools.
Listen actively to member concerns and resolve issues in a timely and professional manner.
Escalate complex situations to appropriate teams when needed.
Partner with internal departments to ensure seamless member experiences.
Share feedback and insights to improve processes and member engagement strategies.
Accurately document member interactions in CRM and other digital systems.
Stay current on system updates, product changes, and digital tools.
Support additional projects, campaigns, and initiatives as required.