Outbound Member Experience Professional II-Digital Engagement

Outbound Member Experience Professional (MEP) II – Digital Engagement

Love what you do. We are a mission driven credit union that strengthens the financial well-being of our members, and our work begins with our people. Sponsored by The Walt Disney Company, we carry forward a legacy of service, creativity, and community. We offer a comprehensive total rewards package, meaningful development opportunities, and an inclusive culture where every employee contributes, grows, and thrives. Your work creates real impact, and you have the support to build a career you truly love.

The Outbound Member Experience Professional (MEP) II – Digital Engagement position supports the digital member experience by providing outbound service, education, and engagement to Partners Federal Credit Union members. This role focuses on building relationships with members through proactive outreach, supporting financial wellness, identifying solutions that align with member needs, and strengthening overall satisfaction with PFCU's products and services.

Member Outreach & Engagement

• Conduct proactive outbound calls and digital outreach to engage members with products, services, and resources.
• Build relationships by understanding member needs and offering tailored solutions.

Member Service & Education

• Provide accurate information about products, services, and digital tools.
• Support members in accessing and using digital channels effectively.

Sales & Referral Support

• Identify opportunities to match members with appropriate financial solutions.
• Generate quality referrals to internal partners (e.g., lending, wealth management, home mortgage).

Relationship Building

• Develop trust and rapport through consistent follow-up and personalized interactions.
• Promote long-term member loyalty by anticipating needs and providing value-added service.

Compliance & Policy Adherence

• Ensure compliance with all regulatory requirements, policies, and procedures.
• Maintain confidentiality and accuracy in all member interactions.

Performance & Goal Achievement

• Meet or exceed individual and team performance goals related to outreach, referrals, and member satisfaction.
• Track activities and outcomes using designated systems and tools.

Problem Resolution

• Listen actively to member concerns and resolve issues in a timely and professional manner.
• Escalate complex situations to appropriate teams when needed.

Collaboration

• Partner with internal departments to ensure seamless member experiences.
• Share feedback and insights to improve processes and member engagement strategies.

Technology & Systems

• Accurately document member interactions in CRM and other digital systems.
• Stay current on system updates, product changes, and digital tools.

Other Duties as Assigned

• Support additional projects, campaigns, and initiatives as required.

Knowledge & Skills Minimum Education Required to Perform Job: High School Diploma or GED Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 2 to 5 years of experience in outbound call center with proven track record of results.

Certifications or Licenses Required:

• NMLS Certification

Other Training, Technical Skills, or Knowledge Required:

• Ability to use a personal computer and related software applications including Microsoft Outlook
• Experience using Meridian Link or other LOS system
• Experience using CRM or other member relationship tracking systems

Other Measurable Abilities Required: Demonstrated advanced sales and business development skills with the ability to identify customer needs, present those needs with a "feature first" approach to deepen the engagement level of the member and sell PFCU's products and services.

Shift Work: Monday – Saturday, Day and Early Evening Shifts Scope of Job Discretion/Latitude: Moderate supervision; expected to make recommendations and decisions within workforce guidelines. Typical Interactions: This role interacts primarily with our members by telephone, electronic correspondence, and/or in person. This role will also require positive interactions with other internal teams, coordinated efforts with peers and other departments. Physical Demands & Environmental/Working Conditions: This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.