Member Engagement Specialist

Educational Federal Credit Union; Miami (FL); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Paid Birthday

Paid Holidays

Sick & Personal Time

Paid Vacation

Tuition Reimbursement

401K contributions

Job summary

Educational Federal Credit Union is seeking a Member Engagement Specialist in Miami to lead the development and administration of member surveys, onboarding programs, and service recovery initiatives across Retail channels.

You will be the primary contact for creating engagement strategies, identifying opportunities to deepen relationships, and delivering insights to leadership through surveys and feedback across multiple touchpoints.

Qualifications

• All employees must comply with Bank Secrecy Act (BSA) policies and required training.

Responsibilities

• Process new account applications from field events or online channels and conduct welcome calls to deepen member relationships.
• Assist in developing member surveys and focus groups to continually enhance member experience across Front Line channels.
• Assist in developing manager-level reporting and insights from member feedback across surveys, social media, and online reviews.
• Conduct activation calls for dormant members and promote credit union products and services.
• Perform survey follow-up calls/emails to troubleshoot member concerns.
• Prepare weekly and monthly member survey reports for senior leadership.
• Assist in onboarding strategies and member outcall programs and other engagement initiatives.
• Resolve member escalations using collaboration with other departments.
• Participate in employee focus groups and end-user testing for key projects.
• Support other marketing-related tasks including social media content creation.

Job description

Job Summary: The Member Engagement Specialist serves as primary contact for development and administration of the member survey, service recovery, and member onboarding programs that promote increased engagement and stronger relationship-building practices throughout the Credit Union’s Retail channels.

Job Summary: The Member Engagement Specialist serves as primary contact for development and administration of the member survey, service recovery, and member onboarding programs that promote increased engagement and stronger relationship-building practices throughout the Credit Union’s Retail channels.

Job Details

Description

Duties Include

• Processes new account applications acquired from field-based events or online channels, conducts welcome calls to new members, and proactively identifies opportunities to deepen member relationships by offering product and service solutions.
• Assists the Manager of Member Engagement in the development of member surveys and member focus groups to continually enhance member experience throughout Front Line channels.
• Assists the Manager of Member Engagement in the development of manager-level reporting and summarizing insights tied to member feedback across various channels, including member surveys, social media comments, and online reviews.
• Conducts account activation calls for dormant members to reactivate their accounts while offering credit union products and services.
• Conducts necessary survey follow-up calls/emails to troubleshoot any member concerns.
• Completes weekly and monthly member survey reports for senior leadership.
• Assists the Manager of Member Engagement in the development of member on-boarding strategies, member outcall programs, and other member engagement initiatives.
• Able to resolve member escalation calls by using critical thinking skills and collaboration with other departments.
• Periodically participates in employee focus groups and end-user testing for key enterprise projects
• Supports other marketing-related functions as needed, including social media content creation
• Perform other job duties as assigned by management.

Qualifications

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Job Type: Full-Time

The following are some benefits offered to employees of EdFed:

• Paid Birthday
• Paid Holidays
• Paid Sick and Personal Time
• Paid Vacation
• Tuition Reimbursement
• 401K (with matching funds) and CU contributions