Member Solutions Specialist

Job Description

Job Description

This is an exciting opportunity to join our dedicated Contact Center team; but first, here is a little bit about Elements Financial:

WE MAKE MONDAYS MORE ENJOYABLE.

There are many ways to describe the Elements culture: fun, meaningful, supportive, and full of opportunities. See here for more information - -culture/

Today we serve the employees of 150+ organizations around the U.S. We currently rank among the top 3% of credit unions nationally with 100,000+ members. We have the resources, staff, and expertise to support our members with unparalleled service and leading-edge technology.

Now let's get into this exciting role!

This is a hybrid role that requires some on-site work (inside our Indianapolis, Indiana office). In addition to the on-site duties, there are additional responsibilities that can be completed outside of the office, resulting in this being a hybrid role.

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.