Branch Member Engagement Representative

Commonwealth Credit Union; Georgetown (KY); On-site; USD 20,664 - 30,307; Full time

Job summary

Commonwealth Credit Union in Georgetown, KY is seeking a Branch Member Engagement Representative to be the frontline contact for members, handling inbound and outbound calls and promoting credit union products and services. The role emphasizes superior member service, product knowledge, and adherence to guidelines.

Based at the Georgetown West Branch, you will open new memberships, checking and investment accounts, while meeting performance goals for member engagement and retention.

Qualifications

• High School diploma or GED required.
• Strong communication and interpersonal skills.
• Ability to promote products and services to members.

Responsibilities

• Consistently achieve quality assurance standards for handling incoming and outgoing communications in line with credit union guidelines.
• Utilize critical-thinking skills to proactively identify solutions to complex challenges.
• Maintain consistent availability for incoming communications by minimizing unscheduled departures and ensuring schedule adherence.
• Drive sales development by promoting credit union products and services.
• Accurately open new memberships, checking accounts, and investment products in compliance with credit union standards.
• Consistently meet performance goals for product retention and member engagement.
• Maintain up-to-date knowledge of credit union offerings to recommend suitable products.
• Explain terms and conditions clearly and empathetically to members.
• Collaborate with support departments to resolve member issues promptly.
• Communicate professionally verbally and in writing with members, management, and other departments.

Skills

Phone support

Sales

Customer service

Communication

Critical thinking

Education

High School diploma or GED

Job description

Location: Georgetown West Branch, 105 Marketplace Cir, Georgetown, KY 40324, USA

Branch Member Engagement Representative serves as the primary point of contact for members via inbound and outbound phone calls, representing the credit union professionally and delivering an exceptional member experience that exceeds department standards.

Responsibilities include:

• Consistently achieve quality assurance standards for handling incoming and outgoing communications in line with credit union guidelines.
• Utilize critical‑thinking skills to proactively identify solutions to complex challenges.
• Maintain consistent availability for incoming communications by minimizing unscheduled departures and ensuring schedule adherence.
• Drive sales development by promoting credit union products and services.
• Accurately open new memberships, checking accounts, and investment products in compliance with credit union standards.
• Consistently meet performance goals for product retention and member engagement.
• Maintain up‑to‑date knowledge of credit union offerings to recommend suitable products.
• Explain terms and conditions clearly and empathetically to members.
• Collaborate with support departments to resolve member issues promptly.
• Communicate professionally verbally and in writing with members, management, and other departments.
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Work hours for this position are:

• Monday through Friday, 9:00 a.m. – 5:00 p.m.
• Saturday, 9:00 a.m. – 12:30 p.m. (must work at least 2 Saturdays per month)

Qualifications

High School or GED or better.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.