Member Engagement Ambassador

Position Title:
Member Engagement Ambassador

REPORTS TO: AVP Retail Experience

SUPERVISES: N/A

JOB STATUS:
Non-Exempt

JOB GRADE: 9: $21.40 - $26.75 Targeted Hourly Rate

JOB SUMMARY:

This role deepens Member engagement by conducting conscientious discovery of Member financial wants/needs and connecting Members to the right credit union products, services, and partner referrals-while also delivering strong operational execution through online service channels (online account opening, digital messaging support, and end-to-end service/lending support as assigned). The position builds trusted relationships, increases product adoption, and advances Member financial wellbeing through both consultative engagement and accurate, compliant processing across online touchpoints.

All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Duties/Responsibilities:

Member Relationship Development & Financial Wellbeing
· Serve as a primary or initial contact for new Members established through non-branch channels, including online, phone, dealership referrals, and other remote channels.
· Build meaningful relationships that engender trust and loyalty.
· Follow up on cold and warm leads to deepen Member wellbeing and utilization of products and services.
· Communicate individually with Members to understand objectives, challenges, income versus expenses, and other financial wellbeing drivers.
· Provide guidance and connect Members to solutions, including products, services, and referrals such as investments, insurance, and debt tools.

• Product Adoption, Lead Conversion & Business Line Engagement
• Partner with management to set and meet product and service goals that enrich the
• Member experience and position the credit union as the primary financial institution.
• Identify prospective Members, generate leads, and drive conversion through adoption
• across business lines.
• Collaborate across the organization to identify opportunities to deepen Member
• relationships and engagement.
• Cross-sell deposit, loan, and automated services through online channels; complete
• documentation and core system maintenance to enroll Members and establish accounts.
• Loan & Mortgage Support
• Support Members by answering questions about the loan application process and guiding them through next steps.
• Provide assistance to internal staff by addressing process-related questions and helping identify or obtain required documentation.
  · Cross-sell additional loans and/or lending channels as appropriate.
  · Process loan skips, extensions, due-date changes, and payment frequency changes within authority and procedures.
• Online Banking, Digital Channel & Member Service Support
• Manage and maintain online banking messaging and respond to Member requests for assistance, research, and clarification through these channels.
• Support Members with service requests such as wires, check and card disputes, fraud support, ATM and debit card orders, and check orders.
• Provide case-by-case support to Call Center inquiries as assigned.
• Manage online banking address changes and ensure proper Member maintenance on the core system, including outbound verification and audit documentation.
• Account Maintenance & Operational Support
• Provide support to internal staff and Members with operational tasks such as ACH setup and suspension, automatic payment setup and suspension, and related account maintenance activities.
• Complete required documentation, system updates, and account maintenance accurately and in accordance with established procedures.
• Compliance, Security & Internal Controls
• Maintain knowledge of security and internal controls; follow procedures, including dual control.
• Comply with policies, procedures, and regulatory requirements including, but not limited to, the USA PATRIOT Act, BSA, OFAC, CIP, Member Due Diligence, and Reg J.
• Perform other duties as assigned.

Required Skills/Abilities:

• Strong relationship-building capability, including outbound calling to current and prospective…