Member Experience & Onboarding Specialist

Educational Federal Credit Union; Miami (FL); 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/conR

Job summary

Educational Federal Credit Union in Miami is seeking a Member Engagement Specialist who will lead the development and administration of the member survey, drive service recovery, and coordinate onboarding programs to boost engagement across Retail channels. You will process new account applications, conduct welcome calls, and identify opportunities to deepen member relationships with product solutions.

You'll support surveys, focus groups, and reporting to senior leadership, while collaborating

Qualifications

• Compliance with Bank Secrecy Act (BSA) policies and required training.

Responsibilities

• Processes new account applications acquired from field-based events or online channels, conducts welcome calls to new members, and 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 across 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.
• Performs 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 onboarding 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.

Job description

Educational Federal Credit Union in Miami is seeking a Member Engagement Specialist who will lead the development and administration of the member survey, drive service recovery, and coordinate onboarding programs to boost engagement across Retail channels. You will process new account applications, conduct welcome calls, and identify opportunities to deepen member relationships with product solutions.

You'll support surveys, focus groups, and reporting to senior leadership, while collaborating