Member Solutions Specialist

Member Solutions Specialist

This is an exciting opportunity to join our dedicated Contact Center team. Elements Financial is a Best Place to Work because our employees are empowered to Be the Expert, Live the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success. The Member Solutions Specialist (MSS) is a partner and consultant to our valued members. They collaborate with both the sales team and operations team to provide an excellent member experience. The MSS leverages online chats, inbound/outbound phone calls and emails to provide financial solutions.

You will learn how to be the expert to best serve our members:

• Maintain high call quality, build rapport and provide exceptional service to members, using a courteous voice and keen listening skills.
• Effectively resolve service needs allowing an opportunity to promote new and/or additional products and services.
• Proactively complete outbound service calls that lead to sales opportunities.
• Process a variety of financial transactions while interacting with members via all electronic member channels.

You will make a difference as you live out our purpose:

• Promote technology usage by interacting with members.
• Identify and troubleshoot various member devices/operating systems to ensure digital excellence across multiple channels.
• Participate in sales and marketing activities to meet Contact Center goals and organizational goals.
• Maintain in-depth knowledge of all Elements products and services to provide members with a wide variety of product and service options.
• Identify Red Flag situations that would prevent fraudulent activity that would protect our members and organization from potential losses.
• Serve as a backup to Tier III level support by working unresolved cases from Contact Center partner and for other internal Departments such as loan servicing and card services.
• Assist with the training and development of Contact Center employees on referral opportunities that will lead to a better Member Experience.
• Other duties as assigned.

You will help grow the business:

• Explain, promote, and sell all products and services to current and prospective members.
• Build rapport and use relationship skills, representing Elements in a professional manner with staff, and members.
• Work collaboratively with all areas of Elements Financial.
• Work closely with Member Experience Specialists to provide an excellent member experience through our sales and service.
• Use Customer Relationship Management CRM system to track opportunities and follow up on recent and future sales opportunities.

You will continue to grow professionally:

• Continue to develop knowledge of industry practices, products, and professional growth.
• Participate in appropriate learning opportunities to maintain expertise.

Minimum Requirements:

• High school diploma or equivalent.
• Must have 5 or more years of financial institution, customer service or technical support experience and at least 3 years Contact Center Experience.
• Ability to troubleshoot technical issues and evaluate the financial situation of each member to enhance their financial position.
• Proven track record of meeting or exceeding sales goals.
• Must be able to communicate clearly and professionally with members. Strong collaboration and communication (written and verbal) skills.
• Ability to leverage skills, knowledge, and experience to invest in our community.
• Ability to foster an inclusive environment that promotes belonging.
• A focus on respect and excellent service to both external and internal (team) members.
• A proven track record of integrity with a demonstrated ability to build trust.
• Must possess technology skills to assist members across multiple electronic channels.
• Demonstrate a proficient use of technology tools and possess knowledge of system navigation skills.
• Strong organizational skills and the ability to follow-up, as necessary.
• Ability to manage multiple responsibilities.

Additional sales incentive compensation is earned in this role.