Member Contact Specialist

How to apply: Complete an Online Application at our website www.capedcu.com for the specific job opportunity that interests you. Resumes are not accepted in lieu of an application.

* This position will be partially remote, with the expectation of being in the office in person on a rotating basis after a training period.

Role: The Member Contact Specialist promotes member financial well-being through engaging members in meaningful conversations to resolve financial inquires, enrich the member's experience and deepen their relationship with the credit union. Responds to members through all available incoming communication channels, including written correspondence, and follows up with member needs. Initiates outbound contact with members.

Pay: The pay for this position is $21.75 an hour.

Essential Functions & Responsibilities:

• Assists members and potential members with their inbound account inquires and account maintenance while actively listening to and inquiring about members needs with the objective of providing the ultimate member experience and value-added solutions.
• Reaches out to members through video calls, online membership requests, and outbound retention calls with the objective of enriching the member experience and deepening their relationship with CapEd by linking services of value and teaching members to navigate ease of service solutions.
• Responds to written communication and follows up with unsatisfactory mobile surveys or social media reviews to improve the member relationship.
• Resolves complex member inquires with a one-call resolution philosophy by utilizing company policies. Researches and explores potential solutions to provide alternatives for members. Follows escalation processes to direct members to appropriate team member as needed.
• Maintains knowledge of all Credit Union products, services, and promotions.
• Contributes to efficient Credit Union operations by performing other job duties as assigned.

Knowledge and Skills:

Experience: One year to three years of similar or related experience. Position requires excellent written and verbal communication and interpersonal skills. Must have experience at an intermediate skill level using computers and MS Office software.

Education: High School diploma or GED.

Other Skills: Position requires excellent communication and interpersonal skills. Experience using computers and MS Office software is required. Must have good listening skills and problem-solving skills.

Critical Job Competencies:
EPIC - Overall Core Values: Employees are empowered by being held accountable in their responsibilities and exhibit EPIC in Empowering Members by educating in financial solutions; Professionalism in all aspects of Member service both externally and internally; Innovation in delivering member products and services and in job performance by looking for efficiencies to better serve our members both externally and internally; and, Collaboration in listening and learning about the Members needs and collaborating to fill those financial needs as well as collaborating with internal members to best serve our Members.

• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Building Member Loyalty: Effectively meeting the member needs; building productive member relationships; taking responsibility for member satisfaction and loyalty.
• Sales Ability/Persuasiveness: Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects or clients.
• Follow-Up: Establishing procedures to monitor the results of delegations, assignments, or projects; taking into consideration the skills, knowledge, and experience of the assigned individual and characteristics of the assignment or project.
• Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Very Important Job Competencies:

• Building Trust: Interacting with others in a way that gives them confidence in ones intentions and those of the organization.
• Energy: Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time.
• Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
• Continuous Learning: Actively identifying new areas of learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skills on the job and learning through their application.
• Technical/Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and/or remain in a stationary position; use hands to finger, handle, operate, input or feel; reach with hands and arms in any direction; talk, communicate, converse, exchange information and hear; balance, kneel, walk and stand, occasionally moving and traversing; and will frequently use a computer and/or phone. There may be repetitive motions, making substantial movements of the wrists, hands, and/or fingers. The employee needs the ability to wear personal protective gear correctly. This is considered sedentary work: exerting up to 10 to 25 pounds of force occasionally and/or a negligible amount of force frequently or consistently to lift, carry, push, pull or otherwise move objects, including the human body. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The worker is subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes and/or seasonal brightness through windows. This position may involve periodic stressful conditions. The Credit Unions business days are Monday through Saturday between the hours of 8:00 a.m. to 6:30 p.m.; however, this position may occasionally require an adjusted work schedule, overtime, and to include evening/weekend hours. The noise level in the work environment is usually moderate.

Disclaimer:

NOTICE: This job description does not create a contract of employment and at all times your employment, if any, remains at will. This job description also in no way limits the duties to be performed by the employee, which may be assigned or modified from time to time by Capital Educators Federal Credit Union. Please know that Capital Educators Federal Credit Union is an Equal Employment Opportunity Employer and all decisions regarding employment including hiring and promotion are based on the individual meeting the essential functions of the job, with or without reasonable accommodation, and without a direct safety threat or undue hardship.