This job listing has expired and the position may no longer be open for hire.

Member Relationship Specialist at Ent Credit Union

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time
Location: Colorado Springs, Colorado





Job Description:

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:



  • Outbound calls based on member profile (typically Members with only an Indirect Loan Product).

  • Inbound calls from all areas of the Credit Union for members meeting certain criteria.

  • Build relationships with all members through education of membership benefits available.

  • Follow-up with members on generated leads through various channels such as call backs, email, or text message.

  • Other duties as required

Minimum formal education required for this position:


High School Diploma or equivalent


Minimum work experience:



  • 2+ years’ in a sales and service driven role to include at least:

  • 1+ years’ experience with cross-selling / up-selling products

  • 6+ months’ experience in a call center environment

  • (Preferred) 6+ months’ Ent Call Center MSR II experience

 Technical or specialized knowledge/skills:



  • Exceptional verbal and written communication skills.

  • Strong Member Service with focus on making relevant product recommendations using soft sell techniques.

  • Ability to make decisions that make sense from a Member’s perspective.

  • Experience with outbound calling / sales.

  • Ability to detect fraud in order to minimize loss to the Credit Union.

  • In-depth knowledge of Ent’s products, services, and processes.

  • Strong independent and critical thinking skills.

  • Excellent organizational skills.

  • Ability to complete multiple tasks utilizing various databases concurrently.

  • Proficient with standard and/or web based programs such as Microsoft Office (Word/Excel/Outlook), CRM, Symitar, Online banking, Docusign, and Akcelerant.

 Certifications required:



  • None required.

 Environmental, physical and psychological requirements: 



  • Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment.  Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances.  Must be able to lift up to 40 lbs.  May face typical psychological stressors associated with performing unsolicited outbound calls.  

S12 pay grade, starting pay is $18.01 an hour.





More jobs in Colorado Springs, Colorado


Comcast

Honu Services

Moseley Technical Services, Inc.
More jobs in Admin - Clerical


Kirby Corporate Services LLC

Phillips Edison & Company LTD

Wesley Manor, Inc.