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Commonwealth Credit Union · 3 weeks ago

Branch Member Engagement Representative

Prestonsburg, Kentucky, United States

Full-time

Onsite

New Grad, Entry Level

Commonwealth Credit Union is committed to bettering lives through their passion to serve. They are seeking a Branch Member Engagement Representative who will be the primary point of contact for members, ensuring an exceptional member experience through effective communication and problem-solving skills.

FinanceFinancial ServicesNon ProfitProfessional Services

Responsibilities

Consistently achieving quality assurance standards for handling incoming and outgoing communications in alignment with credit union guidelines

Demonstrating strong critical thinking skills and proactively identifying innovative, forward-thinking solutions to complex challenges

Maintaining consistent availability for incoming communications by minimizing unscheduled departures and ensuring any absences are justified or pre-planned

Proactively driving sales development by promoting credit union products and services

Accurately opening new memberships, checking accounts, and investment products in compliance with credit union standards

Consistently meeting performance goals for product retention and member engagement

Maintaining current knowledge of credit union offerings to effectively match members with the most suitable products and services

Clearly and empathetically explaining terms and conditions when presenting solutions to members

Collaborating effectively with credit union support departments to resolve member issues by providing accurate and timely information

Communicating professionally in verbal and written formats with members, management, and other departments

Accurately and efficiently fulfilling member requests, delivering exceptional service with minimal errors

Enhancing expertise and skills by actively pursuing development opportunities, including but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs

Qualification

Member engagementCritical thinkingSales developmentCommunication skillsMulti-tasking

Required

Serve as the primary point of contact for members via inbound and outbound phone calls

Represent the credit union professionally and deliver an exceptional member experience that exceeds department standards

Respond promptly and accurately to member inquiries, adhering to established quality assurance guidelines

Build rapport during calls and proactively identify opportunities to enhance the member experience

Organize tasks to ensure accuracy and efficiency while following all security procedures

Utilize critical thinking to assess member needs and provide effective solutions over the phone

Demonstrate strong multi-tasking skills in a fast-paced, high-volume call environment

Maintain required knowledge assessment scores to ensure competency and service excellence

Achieve quality assurance standards for handling incoming and outgoing communications in alignment with credit union guidelines

Demonstrate strong critical thinking skills and proactively identify innovative, forward-thinking solutions to complex challenges

Maintain consistent availability for incoming communications by minimizing unscheduled departures and ensuring any absences are justified or pre-planned

Proactively drive sales development by promoting credit union products and services

Accurately open new memberships, checking accounts, and investment products in compliance with credit union standards

Consistently meet performance goals for product retention and member engagement

Maintain current knowledge of credit union offerings to effectively match members with the most suitable products and services

Clearly and empathetically explain terms and conditions when presenting solutions to members

Collaborate effectively with credit union support departments to resolve member issues by providing accurate and timely information

Communicate professionally in verbal and written formats with members, management, and other departments

Accurately and efficiently fulfill member requests, delivering exceptional service with minimal errors

Enhance expertise and skills by actively pursuing development opportunities, including but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs

Be available to work Monday through Friday, 9:00 a.m. - 5:00 p.m. and at least 2 Saturdays per month from 9:00 a.m. - 12:30 p.m