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Canvas Credit Union · 5 hours ago

Member Success Specialist II - Hybrid

Lone Tree, CO

Full-time

Hybrid

Entry, Mid Level

$19.45/hr - $24.31/hr

2+ years exp

Canvas Credit Union is dedicated to transforming financial services and providing support to its members. The Member Success Specialist II will engage with members, cross-sell products and services, and ensure high-quality service while managing member relationships.

BankingFinancial ServicesNon Profit

Responsibilities

Field telephone inquiries regarding new accounts and loans, assist members in completing applications, and serve as the primary point of contact through the application process

Manage a portfolio of online applicants, serving as the primary point of contact through the application process

Explain, promote, review and sell all Canvas products and services to current and prospective members with the purpose of increasing product and service mix usage, overall member engagement and loyalty, and member retention

Execute on target lists provided by Product Management and Business Intelligence to generate the highest level of member engagement and revenue

Engage effectively with members through multi-channel marketing, potentially including social media, outbound and inbound telephone contact, email, direct mail, letters, live chat, or any other relevant member communication channel

Manage a portfolio of members to ensure they are engaged at every life stage, increasing membership lifetime value, member retention and strengthening member loyalty to the organization

Help members afford life and accomplish their dreams and aspirations through the utilization of the credit union deposit (investments) and lending (borrowing) products

Achieve or exceed production and engagement goals

Maintain a high level of service, consistency and professionalism by delivering Canvas Core Values to both internal and external members at every engagement

Contribute suggestions to improve member satisfaction and further Member Success team development

Resolve member issues in a timely, consistent, and professional manner

Exhibit support for the organization’s goals, values, initiatives, and cost control

Comply with Bank Secrecy Act (BSA) and other compliance and regulatory requirements

Share knowledge on effective practices, competitive intelligence, business opportunities and needs

Follow all safety and security guidelines to properly safeguard members and organization assets

Make recommendations and participate in the development of policies, processes, and procedures

Maintain up-to-date and accurate record-keeping system

Embrace ongoing education and learn/apply new skills and software applications

Maintain regular attendance and punctuality

Perform other job duties as assigned

This role at Canvas requires National Multistate Licensing System (NMLS) registration under the S.A.F.E. Act of 2008. This means we conduct background checks to ensure NMLS registration and Canvas requirements are met. (Not meeting or staying current may result in removal from role)

Pre-employment background review (components include: criminal, employment, address, social security number, motor vehicle record, global sanctions, and sex offender)

Assist with training new Member Success Specialists

Have the ability to be on all channels including Inbound, Outbound and Online teams

Works closely with Leadership or manager on special projects

Be a resource to the entire team, especially when the supervisors are not available or out of office

Qualification

Direct salesCustomer serviceFinancial services knowledgeMS OfficeAnalytical skillsCommunication skillsOrganizational skillsTeamwork skills

Required

Strong understanding of direct sales through a service culture with proven measurable results

Able to engage with members to earn the right to sell and build life-long relationships while increasing product per member, participation (balances) and revenue for the credit union

Strong verbal, written and interpersonal communication skills with the ability to explain credit union products and programs, loan terms, features, policies and benefits to members and prospective members

Excellent organizational and time management skills with ability to work independently and manage multiple priorities

Strong analytical and problem solving skills

Strong relationship building and teamwork skills; able to motivate and influence others and build trust

Solid knowledge and understanding of Canvas financial products and services

Proficient in MS Office (Outlook, Excel, Word)

Ability to maintain confidence

High school diploma or GED

Minimum of two years of experience in a customer service and sales environment

Minimum of one year of financial services industry experience