Member Experience & Retention 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

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.