Member Retention Specialist
Company: Careerbuilder-US
Location: Jackson
Posted on: January 28, 2023
Job Description:
Job Description Do you have outbound calling sales experience?
Are you committed to excellent member service, and would you thrive
in a Sales environment where the focus is truly centered on meeting
the needs of our members? Then we invite you to consider a career
at American 1 Credit Union! Look below for more!
- Location: Jackson, MI On site
- Position: Member Retention Specialist
- Wage: Competitive wage starting at $18.09
- Benefits start on day one: Health, Dental, Vision, Responsible
Time Off
- All offers of employment are contingent upon background
screens.The Member Retention Specialist is responsible for
delivering excellent member experience through member outreach. The
Member Retention Specialist has broad knowledge of all credit union
products and can successfully turn leads into qualified
opportunities and will have the ability to carry out successful
lead generation campaigns. The Member Retention Specialist must be
a self-motivated individual who thrives meeting goals and exhibits
diligence in outreach and follow up via outbound calling, email, as
well as strong communication to generate new opportunities. This
position requires excellent communication skills to effectively
engage and recognize the members needs and ensure that they are
offered products and services that will assist the member with
reaching financial wellness. The Member Retention Specialist works
collaboratively with their team to assure that the member
experience is superior, and goals are achieved.
Essential Job Functions
- Engaged Communication: Ensure that engagement between
co-workers and members is meaningful with a focus on listening to
learn and offering quality solutions.
- GREAT Service Standards: Commitment to offering superior member
experience while following all the GREAT service standards.
- Member Outreach: Research accounts and generate interest to
stimulate opportunities. Track all relevant campaign,
qualification, and lead management. Open deposit and loan accounts
and service existing accounts. Process personal lines of credit for
overdraft protection and/or Visa applications. Respond to members'
requests, problems, and complaints, and/or direct them to the
proper person for specific information and assistance.
- Focus on Purpose/Mission: Focused on credit union purpose and
mission statement of creating financial wellness in our community
through everyday banking.
- Scorecard Accountability: Cross-offer new checking, lending,
and product referrals to members that are consistent with
individual and branch goals. Engage members through outbound sales
calls and promote appropriate products and services according to
member needs.
- Attention to Detail and Confidentiality: Ensure that all member
activity is done accurately. Maintain confidentiality by avoiding
unauthorized disclosure of member information.
- Diversity, Equity, and Inclusion: Committed to supporting a
culture that is inclusive for all.
- Core Process, Policy and Procedure Review and Recommendations:
Responsible for following all core processes, policies, and
procedures including policies and procedures for customer
identification and all BSA requirements
- Community Advocate: Serves as a representative of the credit
union while in the community.
- Department and District Support: Commitment to working all
assigned hours and having the flexibility to work from any credit
union location within 20 miles of home branch. Willingness to
mentor and support other team members.Competencies Required
- People Focused and Strong Communication: Empathetically seek
understanding of what members and employees require and expect and
use available resources, policies, and opportunities in their best
interest without compromising institutional core values and core
focus.
- Achiever, Initiative and Goal Driven: The employee drives for
results and success, is committed to their job, sets high standards
of performance, pursues aggressive goals, and works hard to achieve
them, displays a high level of effort and commitment to work, and
takes ownership. Committed to executing individual scorecard goals
as well as achieving branch goals.
- Focused, Accuracy, Attention to Detail: Thoroughness and
accuracy in accomplishing a task through concern for all the areas
involved, no matter how small. Monitors and checks work or
information and plans and organizes time and resources
efficiently.
- Trustworthy, Reliability and Confidentiality: Personally
responsible; completes work in a timely, consistent manner; works
hours necessary to complete assigned work; is regularly present and
punctual; arrives prepared for work; is committed to doing the best
job possible; keeps commitments. Able to keep all information
obtained confidential including member, employee, and credit union
information. Follows all core process, policies, and
procedures.
- Engaged and Collaborative: The employee will work with others
to achieve common organizational goals in a spirit of honoring
diversity and mutual respect. Effectively communicates by actively
listening and sharing relevant information with co-workers,
supervisor(s), and members so as to anticipate problems and ensure
the effectiveness of the institution.
- Humbly Confident and Inquisitive: Committed to asking questions
for clarification so that confidence is built in the member
relationships. Admit when there is an opportunity for improvement
and celebrate with the team when we win together.Key Accountability
Items:
- Support and Collaborate with Department Team
- Uphold GREAT service standards
- Personal Scorecard ResultsRequirements:
- A minimum education of high school diploma or GED.
- Sales experience required.
- Outbound phone sales preferred but not required.The Ideal
Candidate:
- Excellent verbal and written communication skills
- Working knowledge of PC applications such as Microsoft
Office
- Ability to work independently or as a collaborative member of a
team
- Ability to direct other team members and coach others
- Knowledge of credit union products, services, policies, core
processes and procedures
- Ability to provide supervisory leadership of professional- and
intermediate-level staff
- Demonstrated member-focused strategy skills
- Demonstrated skill in gathering, reporting, and summarizing
trends in data
- Ability to express oneself clearly and articulately both orally
and in writing
- Ability to make decisions and take initiative in problem
resolution
- Ability to exercise tact and responsibility with handling
confidential informationNOTE: The above statements are intended to
describe the general nature and level of work being performed by
people assigned to this classification. They are not to be
construed as an exhaustive list of all responsibilities, duties,
and skills required of personnel so classified. All personnel may
be required to perform duties outside of their normal
responsibilities from time to time, as needed.by Jobble
Keywords: Careerbuilder-US, Ann Arbor , Member Retention Specialist, Other , Jackson, Michigan
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