Posted in Admin - Clerical 30+ days ago.
Type: Full-Time
Location: Colorado Springs, Colorado
The Member Relationship Specialist helps members understand how Ent can help them improve their financial quality of life through various financial services available to them as a member of the credit union.
Employees in this role initiate conversations with members (primarily through outbound calls) to have a meaningful conversation with the member about their current financial situation. When appropriate, Member Relationship Specialists make intelligent product and/or service recommendations based on the member’s current financial situation, future financial goals, and immediate credit and credit protection needs. Generally these solutions/recommendations will be in the consumer financial services realm with referrals to other parts of the credit union based on member needs.
The role of the Call Center is to serve as the first point of resolution for all members. This is completed by providing an efficient, cost effective service and sales alternative for existing and prospective Ent members on a local and national level, while delivering consistent world class service utilizing multiple computer applications and inbound telephone technology. This must be done while adhering to Credit Union compliance, regulations, policies and procedures. Representation is demonstrated through patience and composure, while comprehending and empathizing with member needs, devoting time and effort to satisfy members’ requests. Thorough research and problem solving skills are a necessity while demonstrating a “self-starter” behavior and a willingness to help others while practicing effective communications skills both written and verbal.
The Member Relationship Specialist exists as a subset of the Call Center so that Indirect members may have their financial needs met by a team of knowledgeable, service oriented/member centric, consumer account professionals. The team will respond to Indirect member inquiries and requests received through all channels, and will stimulate deposit growth through a consultative sales approach. Sales efforts include, but are not limited to: cross-selling, outbound reach, promoting consumer products and services through our call center channel, and seeking referrals from MSRs and other Ent business units. The department is a revenue generating business unit. The department works closely alongside: all areas of operations, along with indirect to include all departments that pertain to consumer lending.
Principal Accountabilities/Essential Job Functions:
Minimum formal education required for this position:
High School Diploma or equivalent
Minimum work experience:
Technical or specialized knowledge/skills:
Certifications required:
Environmental, physical and psychological requirements:
S12 pay grade, starting pay is $18.01 an hour.
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