Outbound Member Experience Professional II - Digital Engagement

The Walt Disney Company•Union, FL

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

Minimum Education Required to Perform Job: High School Diploma or GED
Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 2 to 5 years of experience in outbound call center with proven track record of results.
Certifications or Licenses Required: 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

Member Outreach & Engagement 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.
Member Service & Education Provide accurate information about products, services, and digital tools. Support members in accessing and using digital channels effectively.
Sales & Referral Support Identify opportunities to match members with appropriate financial solutions. Generate quality referrals to internal partners (e.g., lending, wealth management, home mortgage).
Relationship Building Develop trust and rapport through consistent follow-up and personalized interactions. Promote long-term member loyalty by anticipating needs and providing value-added service.
Compliance & Policy Adherence Ensure compliance with all regulatory requirements, policies, and procedures. Maintain confidentiality and accuracy in all member interactions.
Performance & Goal Achievement Meet or exceed individual and team performance goals related to outreach, referrals, and member satisfaction. Track activities and outcomes using designated systems and tools.
Problem Resolution Listen actively to member concerns and resolve issues in a timely and professional manner. Escalate complex situations to appropriate teams when needed.
Collaboration Partner with internal departments to ensure seamless member experiences. Share feedback and insights to improve processes and member engagement strategies
Technology & Systems Accurately document member interactions in CRM and other digital systems. Stay current on system updates, product changes, and digital tools.
Other Duties as Assigned Support additional projects, campaigns, and initiatives as required.