Member Engagement Specialist
Description
*Temporarily remote due to COVID-19*
*ONLY HIRING IN DC, MARYLAND, AND VIRGINIA*
Lafayette Federal Credit Union has been dedicated to providing the highest level of service to our members since 1935. We understand that in order to give the best to our members we must give the best to our team. As an institution, we are committed to the success of each employee and the betterment of our community. We are proud of our competitive pay and attractive benefits package that provides those with Lafayette Federal careers the resources needed to manage their health, promote their well-being, and help plan an exciting future.
About this position:
We are currently seeking a Member Engagement Specialist to join our winning team! This is not your typical “Call Center” job. You will be joining a dynamic team focused on providing Credit Union members with an unparalleled service experience. On the Member Engagement Team, you will collaborate with multiple business units to achieve success for our members. You will serve as a point person for member service through inbound and outbound calls and written communication. You will be working closely with the Member Engagement Manager to find appropriate solutions to member needs.
What you will be doing:
- Answer inbound member calls with kindness and professionalism
- Understand and align with member goals to help them achieve their desired outcomes
- Conducting member outreach calls to identify product opportunities
- Proactively take ownership of member needs and resolve to the fullest extent possible
- Monitor and respond to online correspondence requests
- Review and open new membership applications
- Provide outstanding verbal and written service to our members
About you:
- You see every challenge as an opportunity and keep trying until you get it right
- You love to listen and approach every interaction starts with seeking to understand
- You are confident in offering financial advice
- You have experience in a financial call center environment
- You are focused on furthering the financial well-being of our membership
- You are comfortable in a consultative sales and service environment
- You are looking for a fast-paced position at the heart of the Credit Union
Requirements
You must have the ability to maintain a positive and empathetic attitude at all times and be able to communicate with our members through various channels. You will be building and maintaining member relationships and promoting credit union products and services. You must be able to process account transaction requests, work to resolve member inquiries in a timely manner and have full accountability of member requests from inception to resolution.
Competencies we’re looking for in this role:
- Integrity
- People Focused
- Accountability
- Communication
- Loyalty
- Adaptability
Qualified candidates will have the following:
- A positive credit standing
Experience
- A high school education or GED.
- 2 years+ experience delivering a consistent, positive service experience in a call center environment
- Proficiency in MS Outlook, Excel, and Word
- Previous experience in a financial institution within Retail Banking
- Customer focus and adaptability to different personality types
- Strong organizational and time management skills with attention to detail
- Strong communication skills, both written and verbal
- Proven problem-solving skills and complete comfort in a consultative sales and service environment
- Basic keyboarding/data entry skills
- Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
- Ability to work weekends (rotating Saturday’s 8:30 AM – 12:30 PM)
- Bilingual – Spanish preferred
Technical Skills:
- Proficiency in MS Outlook, Excel, and Word
Interpersonal Skills:
- Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
- Strong business development and/or sales skills.
- Good communication skills, both verbal and written
- Learning, thinking, listening and concentration are required.
- Must have the ability to focus on details and follow-up on time-sensitive material.
Physical Requirements and Work Environment:
- This position requires manual dexterity, the ability to lift files and open cabinets.
- This position requires bending, stooping, or standing as necessary.
- This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Office environment with job duties conducted via telephone, face-to-face meetings, and on the computer.
*Lafayette Federal Credit Union is an Equal Opportunity and E-Verify Employer*
EOE/AA/VETERAN/DISABLED