Bilingual Member Engagement Professional

HAPO is now accepting applications for a Member Engagement Professional to join the Contact Center Team! 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.

Essential Job Functions include but are not limited to:

• 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

Knowledge and Skills:

• 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

Requirements:

• Minimum of 6 months Banking or Lending experience
• Bilingual Spanish preferred

• Mon- Fri 8:30AM to 6:30PM, with rotating Saturday's required.

Location:

• HAPO Business Complex: Kennewick, WA

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

If you are interested in joining an exciting and innovated team where excellence and service are a fundamental part of the culture, this is the place for you!