Member Contact Specialist

Financial Educators Federal Credit Union; Meridian (ID); On-site; USD 46,000 - 52,000; Full time

Job summary

CapEd Federal Credit Union is seeking a Member Contact Specialist to promote member financial well-being by engaging members in conversations to resolve inquiries, enrich the member experience, and deepen relationships. You will respond across channels and initiate outbound contact.

The role emphasizes listening to member needs, researching solutions, applying policies, and staying informed about products and promotions to support one-call resolutions in a fast-paced credit union environment.

Qualifications

• Assist members with inbound account inquiries to provide excellent service.
• Initiate outbound contact to deepen member relationships.
• Respond to written communications and follow up on feedback.
• Resolve complex inquiries using policy-based guidance and escalation as needed.
• Maintain knowledge of credit union products, services, and promotions.

Responsibilities

• Assists members and potential members with inbound account inquiries and account maintenance while actively listening to member needs.
• Reaches out to members through video calls, online membership requests, and outbound retention calls.
• Responds to written communication and follows up with unsatisfactory surveys to improve the member relationship.
• Resolves complex member inquiries with a one-call resolution philosophy and directs to appropriate teams as needed.
• Maintains knowledge of all credit union products, services, and promotions.

Job description

This job was posted by https://idahoworks.gov : For more information, please see: https://idahoworks.gov/jobs/2610532

The Member Contact Specialist promotes member financial well-being through engaging members in meaningful conversations to resolve financial inquires, enrich the member\'s experience and deepen their relationship with the credit union. Responds to members through all available incoming communication channels, including written correspondence, and follows up with member needs. Initiates outbound contact with members.

**Pay:**The pay for this position is**$22.19 an hour.**

Essential Functions & Responsibilities:

• Assists members and potential members with their inbound account inquiries and account maintenance while actively listening to and inquiring about members needs with the objective of providing the ultimate member experience and value-added solutions.
• Reaches out to members through video calls, online membership requests, and outbound retention calls with the objective of enriching the member experience and deepening their relationship with CapEd by linking services of value and teaching members to navigate ease of service solutions.
• Responds to written communication and follows up with unsatisfactory mobile surveys or social media reviews to improve the member relationship.
• Resolves complex member inquires with a one-call resolution philosophy by utilizing company policies. Researches and explores potential solutions to provide alternatives for members. Follows escalation processes to direct members to appropriate team member as needed.
• Maintains knowledge of all Credit Union products, services, and promotions.
• Contributes to efficient Credit Union operations by performing other job duties as assigned.