What are the responsibilities and job description for the Branch Member Engagement Representative position at Commonwealth CU?
Our goal is to be an Employer of Choice, and it takes all of us to achieve this. That’s why all Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position. Our team is committed to ‘bettering lives through our passion to serve’ and this includes everyone - from our team members to the people in the communities we serve. We do this best when we appreciate each other for our differences, foster connections, and ensure an inclusive environment where everyone can thrive and be successful.
Our Branch Member Engagement Representatives serve as the primary point of contact for members via inbound and outbound phone calls, representing the credit union professionally and delivering an exceptional member experience that exceeds department standards.
Our Branch Member Engagement Representatives respond promptly and accurately to member inquiries, adhering to established quality assurance guidelines. They build rapport during calls and proactively identify opportunities to enhance the member experience. They organize tasks to ensure accuracy and efficiency while following all security procedures. They utilize critical thinking to assess member needs and provide effective solutions over the phone.
They demonstrate strong multi-tasking skills in a fast-paced, high-volume call environment. They maintain required knowledge assessment scores to ensure competency and service excellence.
Our Member Engagement Center (contact center) is based in Frankfort, but our Branch Member Engagement Representatives are assigned at certain branches within the communities that we serve.
The duties of a Branch Member Engagement Representative include, but are not limited to:
- Consistently achieving quality assurance standards for handling incoming and outgoing communications in alignment with credit union guidelines.
- Demonstrating strong critical thinking skills and proactively identifying innovative, forward-thinking solutions to complex challenges.
- Maintaining consistent availability for incoming communications by minimizing unscheduled departures and ensuring any absences are justified or pre-planned.
- Proactively driving sales development by promoting credit union products and services.
- Accurately opening new memberships, checking accounts, and investment products in compliance with credit union standards.
- Consistently meeting performance goals for product retention and member engagement.
- Maintaining current knowledge of credit union offerings to effectively match members with the most suitable products and services.
- Clearly and empathetically explaining terms and conditions when presenting solutions to members.
- Collaborating effectively with credit union support departments to resolve member issues by providing accurate and timely information.
- Communicating professionally in verbal and written formats with members, management, and other departments.
- Accurately and efficiently fulfilling member requests, delivering exceptional service with minimal errors.
- Enhancing expertise and skills by actively pursuing development opportunities, including but not limited to, attending conferences, acquiring certifications, completing learning courses, or engaging in both internal and external leadership programs.
The work hours for this position are:
- Monday through Friday, 9:00 a.m. - 5:00 p.m.
- Saturday, 9:00 a.m. - 12:30 p.m. (must be able to work at least 2 Saturdays per month)