POSITION TITLE: Member Engagement Specialist (MES)

POSITION REPORTS TO: VP Branch Operations

The Credit Union is looking for a Member Engagement Specialist (MES), our version of a personal banker. Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships with a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate. Educate members on emerging Credit Union technology and digital solutions. Performs lobby engagement activities to connect with Members and position products to meet their needs. This position will serve as a Business Development Officer and partner with the branch team to ensure our members get access to experts who can help them with specialized financial needs and develop new business for the Credit Union. We are looking for excellent communicators with solid knowledge of banking processes and products. Sales, banking and customer service experience can help you succeed in this role. The ideal candidate is passionate about helping others with accuracy, is self-driven, and familiar with financial institution regulations.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Greet members with BHCSCU Way greeting.
Generate and close high-quality leads across the product range while providing world class service to all our members.
Identifies cross-selling opportunities both by telephone and with required marketing call logs that are assigned.
Participates in sales development activities, which could be outside normal working hours.
Process secured and unsecured applications in person, online, and by phone.
Actively promote and sell the Credit Union’s full line of financial services by asking appropriate questions, assessing member needs, and offering alternative solutions; through auto loans, signature loans, lines of credit, credit cards, secured loans.
Effectively presents and sells ancillary products, such as Credit Life, Credit Disability, Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC), while meeting set sales penetration objectives.
Foster strong working relationships with Branch Operations staff, while also supporting Member Engagement Specialist teammates in a collaborative environment.
Determine eligibility to promote all back-end products for every loan, refer members to Insurance, Investment, Business and Mortgage Partners
Proactively participate in outbound calling campaigns, contests, and other sales initiatives to generate business.
Maintain in-depth knowledge of and comply with all department and security policies, procedures and federal regulations, including BSA requirements.
Provide excellent customer service by responding to members’ requests, resolving issues, and/or directing them to the appropriate department to ensure member satisfaction in a timely manner.
Provide back-up as needed to general phone queue to assist members.
Assist members with requests for service as needed in cash operation services and financial services.
Process and complete account openings and closings including, but not limited to share, share draft, IRAs, and Safe Deposit Boxes.
Perform the following member transactions: add and remove joint owners, order checks, issue stop payments, debit cards, make adjustments to accounts (with parameters), ACH revocation, share and share draft payroll requests, and wire transfers.
Assist members with requests for service as needed in cash operation services, deposits, loan payments, and any additional financial services.
Receive, complete and forward member fraud requests in a timely manner.
Maintain proper security and exercise good judgment.
Foster a culture that promotes teamwork, service excellence and relationship building within the covered branches and overall organization.
Perform other duties as assigned.

REQUIRED EXPERIENCE

Minimum two (2) years of banking, credit union or customer service experience
Minimum two (2) years or more experience in a high paced sales environment with a track record of meeting and/or exceeding goals
Must be able to work in-person at assigned branch location
Ability to work diligently and independently to meet goals with high attention to detail, accuracy and thoroughness, with minimal supervision

EDUCATION & CERTIFICATIONS REQUIRED

High School Diploma/GED required, Associates or Bachelor degree in a business or finance field preferred.
Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience or education and hands-on use of the software.
High comfort level in utilizing computers.
Professional written and verbal communication.
Multilingual verbal and written skills preferred.

Baylor Health Care System Credit Union

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Member Engagement Specialist