Member Engagement Specialist

EdFed; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Birthday

Paid Holidays

Paid Sick and Personal Time

Paid Vacation

Tuition Reimbursement

401K (with matching funds) and CU\u00a

Job summary

EdFed is seeking a Member Engagement Specialist to manage member onboarding, surveys, and engagement initiatives across Retail channels. You will handle welcome calls, activation of dormant accounts, and proactive outreach to deepen relationships with credit union products and services.

You will develop member surveys, summarize insights for leadership, and support social media content and marketing activities while ensuring compliance with BSA policies and required training.

Qualifications

• 3-5 years: Prior experience in a similar field.
• Compliance with BSA policies and required training.

Responsibilities

• Serve as primary contact for member onboarding, surveys, and service recovery.
• Process new account applications and conduct welcome calls.
• Develop member surveys and focus groups to enhance experience.
• Prepare manager-level reporting on member feedback across channels.
• Perform activation calls for dormant members and promote CU products.
• Follow up on member concerns via calls or emails.
• Create and support member engagement initiatives and outcall programs.
• Resolve escalations through collaboration with other departments.
• Participate in employee focus groups and end-user testing.
• Assist with social media content creation and other marketing duties.

Skills

Communication skills

Critical thinking

Team collaboration

Social media content creation

Education

High School or better

Associates or better

Job description

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.

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

Benefits

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

Education

High School or better.

Preferred Education

Associates or better.

Experience

3-5 years: Prior experience in a similar field

Equal Opportunity Employer

Equal Opportunity Employer
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