Member Relations Specialist - CASE Credit Union
Lansing, MI 48910
About the Job
Position Title: Member Relations Specialist Department: Member Relations
Classification: Approved By:
REPORTING RELATIONSHIPS
Position Reports To: Vice President of Member Lending
Positions Supervised: None
This is a hybrid position. In person duties are in Lansing, MI.
POSITION PURPOSE
This individual must exhibit an ability to sell Credit Union products using the tools and resources made available to all Credit Union employees. Outbound sales calls will be made to new and existing members with a specific focus on loan dollars. This individual will be evaluated based on their ability to successfully cross-sell new loan products. This individual must be comfortable and confident actively cross-selling credit union products over the phone. They must be able to quickly navigate through our system and efficiently and effectively identify cross sales opportunities. The expectation is that this representative meets or exceeds established goals. Actively participates with management to ensure quality and efficiency of the outbound calling program.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the efficient, effective, and accurate performance of follow-up and sales activities through outbound calling channels.
2. Assumes responsibility for the effective and professional performance of member service functions.
3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with other departments and with management.
a. Assists other departments as required.
b. Keeps supervisors informed of area activities and of any significant problems or concerns by following the chain of command.
c. Completes required reports and records accurately and promptly to track cross-sales performance.
d. Attends meetings as required.
e. Works directly with loan underwrtters to pre-approve member loan steals or other loan products to streamline the sales process.
4. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well-maintained.
b. Performs related clerical duties as required.
PERFORMANCE MEASUREMENTS
1. High level of cross selling abilities and success rate
3. Promotes friendly member relations. Members' problems or questions are courteously and promptly resolved.
4. Good working relationships and coordination exist with other departments and with management. Assistance is provided to other Service Representatives and staff as needed. Supervisors are appropriately informed of area activities.
5. Required reports and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is maintained and conveyed.
QUALIFICATIONS
Education/Certification: High school graduate or equivalent.
Required Knowledge: Thorough knowledge of Member Service Representative Operations and Financial Institution products and services.
Experience Required: Previous financial institution, telemarketing and sales experience required.
Skills/Abilities: Good communication skills.
Professional appearance, dress, and attitude.
Ability to operate related computer applications and business equipment including copy machine, and telephone.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
This individual must exhibit an ability to sell Credit Union products using the tools and resources made available to all Credit Union employees. Outbound sales calls will be made to new and existing members with a specific focus on loan dollars. This individual will be evaluated based on their ability to successfully cross-sell new loan products. This individual must be comfortable and confident actively cross-selling credit union products over the phone. They must be able to quickly navigate through our system and efficiently and effectively identify cross sales opportunities. The expectation is that this representative meets or exceeds established goals. Actively participates with management to ensure quality and efficiency of the outbound calling program.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the efficient, effective, and accurate performance of follow-up and sales activities through outbound calling channels.
- Actively cross-sells Credit Union products and services to members
- Actively contacts and solicits pre-approved members to utilize other CASE Credit Union services including but not limited to VISA Credit Cards, auto loans, mortgage loans, checking accounts, savings accounts, GAP and CL/CD.
- Actively seeks out loan steals from other finanial instituions
- Informs members of relevant discounts and promotions related to the Credit Union’s current offerings.
- Provides proper follow up and solutions with members when needed, but does not assume personal banking relationships with such members. Focus is sales and any service related issue must be directed to the appropriate deepartments. .
- Maintain an understanding of Credit Union products, processes and available resources.
- Continually seeks opportunities for making outbound calls for the purpose of sales.
- Contacts all new members through the indirect channel within a pre-determined number of days to welcome them to the credit union and offer additional services.
- Reviews members credit report to analyze loan steals and refinances
- Encourages members to make CASE their primary financial institution by opening checking accounts, updating direct deposits, etc.
- Meets or exceeds predetermined goals regarding percentage of successful cross sales
2. Assumes responsibility for the effective and professional performance of member service functions.
- Presents and explains Credit Union services and products to members and assists in meeting their financial needs.
- Answers questions and solves problems for members by listening to problems, collecting data, and reporting results to the inquiring member.
- Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
- Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, and other related services.
- Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with other departments and with management.
a. Assists other departments as required.
b. Keeps supervisors informed of area activities and of any significant problems or concerns by following the chain of command.
c. Completes required reports and records accurately and promptly to track cross-sales performance.
d. Attends meetings as required.
e. Works directly with loan underwrtters to pre-approve member loan steals or other loan products to streamline the sales process.
4. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well-maintained.
b. Performs related clerical duties as required.
PERFORMANCE MEASUREMENTS
1. High level of cross selling abilities and success rate
3. Promotes friendly member relations. Members' problems or questions are courteously and promptly resolved.
4. Good working relationships and coordination exist with other departments and with management. Assistance is provided to other Service Representatives and staff as needed. Supervisors are appropriately informed of area activities.
5. Required reports and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is maintained and conveyed.
QUALIFICATIONS
Education/Certification: High school graduate or equivalent.
Required Knowledge: Thorough knowledge of Member Service Representative Operations and Financial Institution products and services.
Experience Required: Previous financial institution, telemarketing and sales experience required.
Skills/Abilities: Good communication skills.
Professional appearance, dress, and attitude.
Ability to operate related computer applications and business equipment including copy machine, and telephone.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.
CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we’re committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That’s why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.
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Source : CASE Credit Union