Member Experience Expert

Summary: American 1 Credit Union is seeking a Member Experience Expert to enhance member engagement and service. The role involves conducting outreach, managing leads, and promoting credit union products to ensure financial wellness for members. Responsibilities: - Focus on Purpose/Mission: Focused on the credit union's purpose and mission statement of creating financial wellness in our community through everyday banking - Engaged Communication: Engage members and teammates through thoughtful, respectful communication that prioritizes understanding needs and providing high‑quality solutions - Member Outreach: Research accounts and generate interest to stimulate opportunities. Track all relevant campaigns, qualifications, and lead management. Provide service for existing accounts. Refers lines of credit for overdraft protection and/or Visa applications. Respond to members' questions and/or direct them to the proper person for specific information and assistance - Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals. Engage members through outbound sales calls and promote relevant products and services tailored to their needs - Attention to Detail and Confidentiality: Ensure that all member activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information - Employee Culture: Committed to building and supporting an engaging and inclusive culture for all - Core Process, Policy, and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements - Community Advocate: Serves as a representative of the credit union while in the community - Conduct member outreach to generate opportunities, manage leads and campaigns, service existing accounts, refer credit solutions, and respond to member inquiries and concerns - Support and Collaborate with Department Team - Personal Scorecard Results Required Qualifications: - A minimum education of a high school diploma or GED - Experience in sales or roles involving upselling and relationship building - Excellent verbal and written communication skills - Working knowledge of PC applications such as Microsoft Office - Ability to work independently or as a collaborative member of a team - Knowledge of credit union products, services, policies, core processes, and procedures - Demonstrated member-focused strategy skills - Ability to express oneself clearly and articulately both orally and in writing - Ability to make decisions and take initiative in problem resolution - Ability to exercise tact and responsibility in handling confidential information Preferred Qualifications: - Experience with outbound phone sales Required Skills: Sales, Outbound Phone Sales, Microsoft Office, Credit Union Products, Credit Union Policies, Member Outreach Benefits: Benefits start on day one: Health Dental, Vision, Responsible Time Off.