Investment Program Coordinator

Y-12 Credit Union; Oak Ridge (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Y-12 Credit Union is seeking a proactive Investment Partners Support Specialist to drive member communications and lead-generation efforts. You will coordinate calendars for Financial Professionals, manage referrals, and collaborate with branches to expand investment services.

The role requires 3–5 years of related experience and a 2-year degree (or equivalent). Licensing in insurance is preferred or can be pursued after hire, with strong communication and organizational skills throughout.

Qualifications

• 3–5 years of similar or related experience.
• Two-year college degree or equivalent or completion of specialized training.
• Insurance licensing preferred or willingness to obtain licensing.
• Banking/financial services experience preferred.
• Strong communication in person, over the phone, and in writing.

Responsibilities

• Manage the FMG Marketing Suite for member communications, business development, and lead generation.
• Conduct outbound outreach to members and prospects to introduce investment partner services and schedule appointments.
• Coordinate and manage Financial Professionals’ calendars and client interactions.
• Support branch partnerships through referral activities, campaigns, and follow-up processes.
• Train staff on investment services and qualifying member needs for referrals.
• Track referral programs, report outcomes, and update on activity.
• Maintain member and referral data in the CRM (Synapsis) and prepare engagement reports.
• Assist with operational and administrative tasks to support Y-12 Investment Partners.
• Travel to support branch visits, meetings, and training.

Skills

Verbal and written communication

CRM systems familiarity

Microsoft Office

Relationship building

Time management

Education

Two-year college degree or equivalent

Business or trade school coursework

Tools

Synapsis CRM

Job description

• Manage the FMG Marketing Suite to support member communications, business development efforts, and lead generation activities.
• Conduct outbound outreach to prospective and existing members to introduce Y-12 investment partner services, identify needs, and schedule quality appointments for financial professionals.
• Coordinate and manage Financial Professionals’ calendars, including appointments, meetings, member reviews, and other client interactions.
• Support and strengthen branch partnerships by coordinating referral activities, communication campaigns, contests, appointment follow-up, confirmation processes, and weekly schedule updates.
• Partner with branch leaders and team members to build awareness of investment services and provide training on identifying member needs and generating quality referrals.
• Coordinate referral programs and campaigns, track results, and provide regular updates on referral activity and outcomes.
• Maintain accurate member and referral information within in the CRM system (Synapsis) and prepare reports on member engagement, referral trends, and appointment activity.
• Assist with operational and administrative activities that support the overall success of Y-12 Investment Partners.
• Travel as needed to support branch visits, relationship-building activities, team meetings, and training initiatives.
• Perform other duties and special projects as assigned.
• Maintain regular and predictable attendance to support team collaboration, member service, operational needs, and the successful performance of job responsibilities.

Reports to: Financial Advisor

Supervises: 0 (Direct) 0 (Indirect)

Essential Functions

• Manage the FMG Marketing Suite to support member communications, business development efforts, and lead generation activities.
• Conduct outbound outreach to prospective and existing members to introduce Y-12 investment partner services, identify needs, and schedule quality appointments for financial professionals.
• Coordinate and manage Financial Professionals’ calendars, including appointments, meetings, member reviews, and other client interactions.
• Support and strengthen branch partnerships by coordinating referral activities, communication campaigns, contests, appointment follow-up, confirmation processes, and weekly schedule updates.
• Partner with branch leaders and team members to build awareness of investment services and provide training on identifying member needs and generating quality referrals.
• Coordinate referral programs and campaigns, track results, and provide regular updates on referral activity and outcomes.
• Maintain accurate member and referral information within in the CRM system (Synapsis) and prepare reports on member engagement, referral trends, and appointment activity.
• Assist with operational and administrative activities that support the overall success of Y-12 Investment Partners.
• Travel as needed to support branch visits, relationship-building activities, team meetings, and training initiatives.
• Perform other duties and special projects as assigned.
• Maintain regular and predictable attendance to support team collaboration, member service, operational needs, and the successful performance of job responsibilities.

Education/ Experience

• Three years to five years of similar or related experience.
• A two-year college degree, completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.

Other Skills And Abilities

• Insurance licensing is preferred or the ability and willingness to obtain required licensing.
• Experience in banking, financial services, insurance, wealth management, or a related field is preferred.
• Strong verbal and written communication skills, with the ability to build rapport and provide exceptional service to members and internal partners.
• Ability to effectively communicate across multiple channels, including phone, email, virtual meetings, and in-person interactions.
• Self-motivated with the ability to independently pursue professional development opportunities, including FINRA and insurance licensing requirements.
• Proficient in Microsoft Office and capable of learning and utilizing CRM systems, broker-dealer platforms, and other business applications.
• Strong organizational, time management, and attention-to-detail skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrates professionalism, discretion, tact, and sound judgment when handling confidential member information and sensitive situations.
• Ability to develop and maintain positive working relationships with members, Financial Professionals, branch partners, and external contacts.
• Ability to work independently while also contributing effectively as part of a collaborate team.
• Demonstrates a commitment to delivering exceptional service and creating positive member experiences consistent with Y-12’s service standards.

PERFORMANCE MEASUREMENTS

• Demonstrates Y-12’s core values of Communication, Collaboration, Continuous Improvement, Fun, and Integrity in daily interactions and work activities.
• Delivers exceptional member service and contributes to creating positive, “WOW” member experiences.
• Meets or exceeds established member service, referral, appointment, and operational performance goals.
• Builds and maintains positive working relationships with members, Financial Professionals, branch teams, and business partners.
• Monitors, reports, and appropriately respond to trends, opportunities, and service needs within the investment program.
• Provides timely, accurate, professional, and courteous service to both members and associates.
• Maintains a high level of accuracy, organization, and attention to detail in all work performed.
• Ensures member, account, and investment information is handled confidentially and in accordance with applicable regulations, policies, and procedures.
• Maintains acceptable risk management, compliance, and internal control standards.
• Keeps member files, reports, and program documentation complete, accurate, and organized.
• Demonstrates proficiency in CRM, reporting, and other systems required to successfully perform job responsibilities.
• Effectively manages workload, priorities, and deadlines in a fast-paced environment.

SERVICE STANDARDS

• Own the Issue
• Build confidence that you will help through your words and actions.
• Minimize the team/member’s effort.
• Personalize the Experience
• Show that you care about the person and the issue.
• Adapt to the team/member’s pace, style, and emotional tone.
• Be Authentic
• Be genuine.
• Be present in the conversation to avoid sounding mechanical.
• Understand, then Solve
• Aim for one-call resolution.
• Address the underlying issue vs. just the request.
• Be crystal clear on next steps.
• Be Curious to Exceed Expectations
• Pick up on cues and clues indicating other needs.
• Engage in conversation to discuss broader needs.
• Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

Typical office – no hazardous or unpleasant conditions.

We are an EEO Employer

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.