Hybrid Member Retention & Experience Specialist

Desert-Financial-Credit-Union; Phoenix (AZ); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Desert Financial Credit Union is seeking a Member Loyalty Advocate within the Member Experience Center. The role focuses on inbound/outbound calls to retain members, educate them on available products, and resolve issues to enhance loyalty and satisfaction.

Applicants should have a high school diploma or GED, 2+ years in a call center or customer service, and 1+ year in financial services with a retention or escalation focus. Hybrid work arrangement offered.

Qualifications

• High School Diploma or GED required.
• 2+ years experience in a call-center or customer service environment.
• 1+ years experience in financial services, with retention, sales, or escalation management preferred.
• Clear, persuasive communication to engage and retain members and educate about products and services.
• Strong problem-solving and conflict-resolution skills to investigate and resolve concerns.

Responsibilities

• Engage with members via inbound and outbound calls to build relationships and increase satisfaction.
• Minimize cancellations by educating members about products, services, and benefits and applying negotiation skills.
• Identify opportunities to promote and secure additional products and services.
• Apply industry knowledge to enhance the member experience and resolve escalations.
• Investigate root causes of concerns to ensure satisfaction and loyalty.
• Perform other related duties as needed.

Skills

Customer service

Persuasive communication

Negotiation

Problem solving

Multitasking

Adaptability

Education

High School diploma or GED

Job description

Desert Financial Credit Union is seeking a Member Loyalty Advocate within the Member Experience Center. The role focuses on inbound/outbound calls to retain members, educate them on available products, and resolve issues to enhance loyalty and satisfaction.

Applicants should have a high school diploma or GED, 2+ years in a call center or customer service, and 1+ year in financial services with a retention or escalation focus. Hybrid work arrangement offered.