Member Engagement Specialist

Job Description

Job Description

POSITION TITLE:  Member Engagement Specialist (MES)

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Member Experience Manager

POSITION PURPOSE 

The Member Experience Manager is dedicated to strengthening our members’ financial well-being by uncovering needs and providing tailored solutions through loans, deposit accounts, and supportive services. They perform lobby and business development activities to connect with members or prospects. Through trusted relationships and proactive engagement, this team member contributes to the growth of the credit union, deepening relationships, expanding services, and overall contributing to the sustainability of the organization. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Member Relationship & Service Excellence

• Provide exceptional member service by responding to requests, resolving issues, and directing members to appropriate team members to ensure timely satisfaction
• Build rapport by thoroughly interviewing applicants to understand their full financial picture and needs

• Provide financial counseling (budgeting, debt management, savings strategies, etc.)

• Assist members with requests for financial services including but not limited to account and debit card maintenance, online banking assistance, payments, deposits, and wire request.
• Provide backup support to the phone queue to assist members as needed

1. Sales & Business Development

• Actively promote and sell the credit union’s full range of financial products and services by assessing needs and offering tailored solutions
• Generate, track, and close high-quality leads across all product lines while delivering world-class service
• Identify cross-selling opportunities through inbound/outbound calls and in-branch member interactions
• Participate in business development activities, including SEG engagement and credit union events
• Proactively engage in outbound calling campaigns, contests, and sales initiatives to generate business
• Utilize effective sales techniques, including open-ended questions, active listening, and benefit-based selling to overcome objections and close sales

1. Lending & Credit Expertise

• Process secured and unsecured loan applications across multiple channels (in person, online, and by phone)
• Analyze credit reports to identify opportunities, educate members on improving credit, and recommend appropriate products
• Maintain knowledge of credit reporting, loan processing, and underwriting guidelines
• Ensure loan files are complete, accurate, and well-documented with clear recommendations for decisioning
• Maintain an active loan pipeline, ensuring timely follow-up, proactive communication, and strong approval-to-funding ratios

1. Product Knowledge & Ancillary Services

• Effectively present and sell ancillary products such as Credit Life, Credit Disability, GAP, and Mechanical Repair Coverage while meeting penetration goals
• Determine eligibility and refer members to insurance, investment, business, and mortgage partners as appropriate
• Perform other duties as assigned

REQUIRED EXPERIENCE

• Minimum two (2) years of banking or credit union experience
• Minimum two (2) years or more experience in a high paced sales environment with a track record of meeting and/or exceeding goals

• Ability to work diligently and independently to meet goals with high attention to detail, accuracy and thoroughness, with minimal supervision
• Knowledgeable of banking regulations and ensures adherence to all compliance standards, policies, and procedures

EDUCATION & CERTIFICATIONS REQUIRED 

• High School Diploma/GED required, Associates or Bachelor’s degree in a business or finance field preferred.
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) 
• Proficient in navigating and utilizing computer systems to perform daily tasks efficiently and accurately
• Multilingual verbal and written skills preferred.

SKILLS REQUIRED

• Ability to recognize and proactively seek sales opportunities to meet set goals.

• Maintains a high level of accuracy in transactions and documentation, ensuring completeness and minimizing risk.

• Balance service and performance by meeting or exceeding goals while maintaining a strong focus on member trust and experience

• Strong verbal and written communication skills with the ability to explain financial products clearly, professionally, and in a member-friendly manner

• Ability to effectively prioritize work and meet deadlines.

WORK SCHEDULE/REMOTE WORK

Hours: This is a full-time position. While standard office hours are 7:30 AM - 4:30 PM (Mon-Thurs), 7:30 AM-5:30 PM (Fri), the job requires regular attendance at community events and SEG outreach initiatives that may occur outside of normal business hours (evenings and weekends). In addition, although rare schedules can change based on business need. Candidates must possess the ability to manage a flexible schedule to meet these demands while ensuring organizational goals are achieved. 

Remote Work: This position is not eligible for a remote work schedule.

Baylor Health Care System Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.