Member Engagement Ambassador

Job Description

Job Description

Position Title: Member Engagement AmbassadorREPORTS TO: AVP Retail ExperienceSUPERVISES: N/AJOB STATUS: Non-ExemptJOB 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 EngagementPartner with management to set and meet product and service goals that enrich theMember experience and position the credit union as the primary financial institution.Identify prospective Members, generate leads, and drive conversion through adoptionacross business lines.Collaborate across the organization to identify opportunities to deepen Memberrelationships and engagement.Cross-sell deposit, loan, and automated services through online channels; completedocumentation and core system maintenance to enroll Members and establish accounts.Loan & Mortgage SupportSupport 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 SupportManage 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 SupportProvide 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 ControlsMaintain 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 Members and lead follow-up.Working knowledge of financial services products, processes, and procedures; ability to match Member needs with solutions.Excellent service orientation with the ability to problem-solve and explain solutions clearly and simply. Strong organization, prioritization, and multitasking; accurate documentation and core system maintenance.Excellent written and verbal communication; able to speak, write, and understand English.Positive attitude; professionalism, patience, tact, and enthusiasm with Members and the public.Basic office technology proficiency (typing and standard office equipment). Job Related Travel – As required.Education/Experience:Education or experience equivalent to a Associate's degree in a related field, in addition to 2-3 plus years of job-related experience in financial services or similar relationship-based role.General Requirements:Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.Adheres to policy on Drug Free Workplace.Complies with company policies and procedures and local, state and federal regulations.Physical Requirements:Prolonged periods of sitting at a desk and working on a computer.Must be able to lift 15 pounds at times.Must be able to access and navigate each department at the organization's facilities.  State Employees Credit Union offers a highly competitive benefits packageApplications must be received by Human ResourcesState Employees Credit Union of New Mexico is an Equal Opportunity EmployerEqual Opportunity Employer, including disabled and veterans.