Member Engagement Professional

Overview

HAPO Community Credit Union is an organization that believes in providing service that focuses on our members and giving back to the communities in which we do business - "Community" is our middle name. Our Standard of Service is to Defy Expectations. We promote individuality and encourage our employees to Defy Expectations®:
To treat every situation as a unique opportunity to be in the moment and go beyond what is expected. We value every member and appreciate the opportunity to serve our community.

Come defy expectations with our On-Site Contact Center Team!

HAPO Health Benefits

• No cost premium health insurance for all employees, including medical, dental and vision
• Accidental death and dismemberment insurance
• Long term and Short term disability

HAPO Professional Benefits

• Competitive pay
• Pension Plan
• 401K program with match
• Flexible spending account (medical and dependent care)
• 0% interest on select personal loans

HAPO Personal Benefits

• Employee Assistance Program (EAP)
• Paid time off
• 11 paid holidays per year
• Paid Birthday day off
• HAPO Anniversary day off
• Volunteer Opportunities (Both Paid and Volunteer)
• Employee Milestone Anniversary Bonus

HAPO is now accepting applications for a Member Engagement Professional to join the Contact Center Team in Kennewick, Washington. The Member Engagement Professional plays a critical role in the credit union, providing superior customer service while handling a high volume of calls, electronic chat conversations, and daily tasks. In this position, you'll be committed to uncovering members' needs and ensuring their utmost satisfaction by aligning with our members' goals, helping them discover their needs through different life stages, maintaining a pulse on the satisfaction of disengaged members, and enjoying increasing member retention.

The successful candidate will build strong, lasting relationships with members through various channels, such as outbound phone calls, video chat and texting. Your contribution will be critical to the success of our credit union by enhancing the members' understanding of banking basics, financial education and streamlining their overall experience.

• Conduct outbound calls to existing members to foster meaningful connections, understand their banking needs, and address any concerns they may have
• Develop a deep understanding of our products, services, and offerings to effectively communicate their value and benefits to our members
• Listen actively to members' feedback, suggestions, and concerns to resolve matters appropriately
• Provide personalized assistance and guidance to members, offering solutions that align with their individual needs
• Maintain accurate and up-to-date records of each interaction utilizing the member engagement tool
• Contribute and actively participate in member engagement initiatives, campaigns, and programs that drive member retention and satisfaction

• Focus on furthering the economic well-being of our membership
• Comfortable in a consultative sales and service environment
• Comfortable in a fast-paced position at the heart of the Credit Union
• Active listening skills, empathy, and the ability to adapt communication style to different member personalities and needs
• Detail-oriented and highly organized, capable of multi-tasking and managing time effectively
• Demonstrate problem-solving skills and ability to provide practical solutions to member inquiries
• Passion for providing exceptional member experience and genuine desire to make a positive impact
• Ability to see every challenge as an opportunity
• Excellent verbal and written communication skills, with a natural ability to connect over the phone

• Minimum of 6 months Banking or Lending experience
• High School Diploma or General Education Development (GED) certificate
• Strong interpersonal and communication skills

On-Site, HAPO Business Complex, Kennewick (WA)

Must be able to work 35-40 hours a week between the hours of 9:00am – 6:00 pm M-F with Rotating Saturdays required

(DOE): $26.49 - $39.75

This is an hourly position with the potential to earn incentive

Typically, Selected candidates are hired between the starting and midpoint range, based on applicable experience and qualifications.

HAPO is an equal opportunity employer that values employees and supports an organizational culture of diversity, respect and personal and professional growth.