Member Onboarding and Relationship Specialist

Job Description

Job Description

Description:

Member Onboarding and Relationship Specialist

Department: Lending Services
Reports to: AVP of Credit Solutions
Classification: Non-exempt, Full-Time, In-Person
Effective: May 2026

Overview:

The Member Onboarding & Relationship Specialist is responsible for converting newly acquired indirect lending relationships into engaged, multi-product GHS members and for protecting the existing membership base from attrition. This role serves as the primary point of relationship development for members who join GHS through the indirect auto lending channel — currently the single largest source of new memberships — and is accountable for moving those members from a transactional loan relationship into full credit union engagement. The role also owns proactive outreach to dormant and at-risk members, with a clear mandate to reengage relationships before they lapse and to retain members who show signals of leaving. Success in this position is measured in member depth, member retention, and the conversion of single-service relationships into long-term, multi-product GHS memberships.

Essential Functions and Responsibilities:

• Indirect member outreach: Conduct structured outbound contact with members acquired through the indirect auto lending channel within 7 days of loan funding. Welcome the new member to GHS, explain the full range of credit union products beyond the indirect loan, and actively position checking accounts, debit cards, online and mobile banking, credit cards, and additional lending products. A successful conversion is defined as the indirect member adopting at least one additional GHS product.
• New member onboarding: Conduct outbound onboarding calls to all newly opened GHS memberships as a core daily function. Welcome each new member, confirm understanding of opened products, identify additional needs, and cross-sell GHS products and services such as new checking accounts, loan products, credit cards, debit cards, and online/mobile banking. Outreach activity supports GHS annual business goals as established by the CEO.
• Dormant member reengagement: Work an assigned list of dormant members on a cadence defined by the manager with the goal of reactivating the relationship. A successful reengagement is defined as the member completing a qualifying transaction or adopting a new product following contact. Maintain accurate records of all outreach attempts, member responses, and outcomes.
• At-risk member retention: Identify members who exhibit at-risk signals — including account closure requests, declining transaction activity, withdrawal of direct deposit, or sustained balance decline — and conduct retention outreach with the goal of preserving the relationship. Document the reason members give for considering departure and escalate systemic themes to the supervisor.
• Outbound calling campaigns: Execute defined outbound calling campaigns to grow products per member, including referral follow-up, post-event outreach, and member development initiatives as assigned. Each campaign has a stated objective, target audience, and success metric.
• CRM documentation: Document all member outreach, contact attempts, conversations, and outcomes in the credit union's designated CRM or call tracking system on the same business day. Maintain a current pipeline of active member opportunities and provide activity reporting as required.
• Member service support: Assist members with inquiries relating to, but not limited to, opening and closing accounts, product inquiries and credit union service in support of member accounts, IRA administration, CDs, transactions involving multiple savings bonds, and deceased member accounts.
• Problem resolution: Resolve problems or discrepancies concerning member accounts. If needed, refer them to appropriate staff.
• This role is structured as a phone-based outbound development position. Branch opening/closing, Member Service Representative phone queue coverage, and Loan Officer support are not standing functions; participation in these activities is by exception only and not part of routine workload.
• Perform other duties as assigned.

Performance Measurement:

Performance is measured against CRM documentation standards, demonstrated professional standards, and goals established by the supervisor and credit union leadership.

• CRM accuracy: 100% of member outreach documented in the credit union's designated CRM or call tracking system on the same business day.
• Achievement of personal, team and business goals as established.
• Adherence and compliance with credit union procedures and policies. This includes but is not limited to the Internal Controls Policy, Bank Secrecy Act, OFAC and other credit union, state and federal procedures, policies and regulations.
• Prompt, friendly, personal and professional service to members and teammates.
• Accuracy of work product, transactions and information.
• Complete assigned training, product knowledge, cross training and sales techniques, and other development activities as assigned.
• Teamwork with the Member Service team and other departments.
• Maintain high level of confidentiality regarding credit union staff and member information.
• Responsiveness to internal and external correspondence and inquiries. Follow through. Ownership and accountability.
• Maintain a professional work environment and businesslike appearance.

Experience:

Minimum two years of demonstrated outbound sales, business development, member or customer relationship development, or call center sales experience required. Financial services or credit union experience strongly preferred. Direct experience converting prospects or single-service customers into multi-product relationships is a significant advantage. Prior teller, cashier, or transactional service-only experience without an outbound sales component is not sufficient for this role.

Education:

A high school education or GED is required plus the required experience. An Associate Degree is preferred.

Interpersonal:

This position requires sustained contact with members and prospective members and demands professionalism, courtesy, finesse, tact and diplomacy. The role requires a demonstrated ability to build rapport quickly over the phone, identify member needs through effective questioning, and influence purchase and adoption decisions without high-pressure tactics. Must demonstrate clear verbal and written communication.

Other Skills:

Must be able to operate standard office equipment and efficiently use and navigate a computer. Must be able to type and key data utilizing the Microsoft Office Suite and software unique to the credit union. Experience with CRM or call tracking software strongly preferred. This role requires the ability to navigate multiple systems and document conversations in real time while speaking with the member on the phone.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the position, the employee is regularly required to stand or sit, use hands and arms to reach, and hands and fingers to feel. The employee is regularly required to talk, hear and communicate with members. The employee periodically stands, walks, reaches, stoops, kneels, crouches or squats and uses the stairs. Employees must regularly lift and/or move up to 10 pounds. Periodically lift and/or move 20 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

Employees are required to contribute to a positive work environment and demonstrate the credit union brand of "The Relationship of a Lifetime" by demonstrating GHS Service Standards of customer focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

This job description is intended to be a guide and may not be all encompassing or may amend/modify as business needs change.

GHS is an equal opportunity employer. At GHS, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. GHS believes that diversity and inclusion among our teammates is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.