Member Experience & Onboarding 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

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.