Member Engagement Specialist

107th Avenue
8900 SW 107 Ave
Suite 302
Miami, FL 33176, USA

The Member Engagement Specialist serves as primary contact for development and administration of the member survey, service recovery, and member onboarding programs that promote increased engagement and stronger relationship-building practices throughout the Credit Union’s Retail channels.

• Processes new account applications acquired from field-based events or online channels, conducts welcome calls to new members, and proactively identifies opportunities to deepen member relationships by offering product and service solutions.
• Assists the Manager of Member Engagement in the development of member surveys and member focus groups to continually enhance member experience throughout Front Line channels.
• Assists the Manager of Member Engagement in the development of manager-level reporting and summarizing insights tied to member feedback across various channels, including member surveys, social media comments, and online reviews.
• Conducts account activation calls for dormant members to reactivate their accounts while offering credit union products and services.
• Conducts necessary survey follow-up calls/emails to troubleshoot any member concerns.
• Completes weekly and monthly member survey reports for senior leadership.
• Assists the Manager of Member Engagement in the development of member on-boarding strategies, member outcall programs, and other member engagement initiatives.
• Able to resolve member escalation calls by using critical thinking skills and collaboration with other departments.
• Periodically participates in employee focus groups and end-user testing for key enterprise projects.
• Supports other marketing-related functions as needed, including social media content creation.
• Perform other job duties as assigned by management.

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Job Type: Full-Time

• Paid Birthday
• Paid Holidays
• Paid Sick and Personal Time
• Paid Vacation
• Tuition Reimbursement
• 401K (with matching funds) and CU contributions

Required: High School or better.

Preferred: Associates or better.

3-5 years of experience in a similar field.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.