Member Relationship Specialist

Description

M-F 8:30am-5:00pm, 40 hours/week

Primary Objectives:

• Builds relationships and enriches the member experience via outbound calls by connecting with people and building trust. Utilizes excellent, in-depth knowledge of credit union's products and services to find the best solutions for our members.
• Advocates for our members in pursuit of meeting their financial goals. Strives to find the best solution while deepening member relationship.
• Keeps abreast of policy changes, organization goals, developments and enhancements of products and services. Supports the organization's PFI strategy by increasing market share.

Supervisory Relationships:

• Reports directly to the Member Relationship Center Manager.
• This position has no supervisory responsibility.

Principal Responsibilities:

• Proactively initiates outbound calls to provide financial solutions to credit union members.
• Develops long-lasting relationships through credit union products and services.
• Identifies opportunities and consistently meets or exceeds minimum performance standards.
• Adheres to all Credit Union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity.
• Demonstrates member centric behaviors that consistently builds rapport, while providing financial solutions and educates our members about our products and services.
• Maintains knowledge in all credit union products and services, ensuring exemplary service, and accuracy is delivered to all members.

Qualifications:

• High school diploma or equivalent.
• Minimum 2 years retail experience selling products/services.
• Minimum 2 years customer experience.
• Previous experience meeting service goals.
• Previous outbound call center sales experience preferred.

Skills & Abilities:

• PC skills, to include Word, Excel, PowerPoint, Outlook.
• Documenting of all sales activities in the company CRM systems (Salesforce preferred).
• Strong telephone communication skills with the ability to communicate benefits of products, services and promotional information.
• Strong detail oriented and time management.
• Strong interpersonal and relationship building skills, with the ability to build relationships and show empathy while maintaining a harmonious relationship.
• Sound understanding of TCU's products and services with benefits of these services.
• Ability to successfully tailor communications according to the audience and negotiate on multiple levels while overcoming objections.
• Proven ability to work independently to meet goals, recognize member's needs and identify appropriate products and services.
• Demonstrated analytical, accuracy, and problem solving skills within a work environment.
• Ability to clearly and effectively communicate verbally and in writing.
• Ability to make decisions which are based on creating the best possible outcome for the member.

Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature.

Compensation: Base hourly starting range: $21.50/hour - $26.55/hour is commensurate with experience.

Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills.

At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!

Travis Credit Union is an Affirmative Action Employer

EOE/Individual with Disability/Veteran Status