Member Outreach Consultant

Role Overview

• Using program scripting, conducts proactive Member Outreach calls to welcome new and existing members, creating a positive and engaging experience from the start.
• Offers personalized onboarding assistance, including Online Banking setup, debit card activation, and e-statement enrollment, fostering strong member relationships.
• Using scripting, presents and explains credit union services and products to members, emphasizing tailored engagement and solutions that cater to their needs.
• Resolves member account discrepancies and escalates complex issues to ensure a seamless experience.
• Supports members with technology-related services and troubleshooting to enhance digital engagement.
• Utilizes consultative conversations to assess member needs and recommend appropriate services and products, aligning with strategic outreach initiatives.
• Proactively identifies and promotes opportunities for personal and auto loans, credit cards, and protection products, contributing to organizational growth and success.
• Demonstrates awareness and commitment to achieving individual and team performance goals, in line with the credit union's strategic objectives.
• Collaborates with internal teams to support cross-functional growth initiatives and member-centric efforts.
• Interviews and gathers documentation to originate, process, and close consumer loans, ensuring member satisfaction.
• Evaluates membership applications, loan applications, verifies credit and employment, and recommends decisions in accordance with policy.
• Identifies and escalates potentially fraudulent activity while maintaining member confidentiality and trust.
• Completes special projects and other duties as assigned, contributing to the credit union's long-term success.
• Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.

Requirements

• Proficiency in Microsoft Office Suite, CRM systems, and digital communication tools.
• Digital onboarding, outbound member engagement, or related roles—preferably within a financial institution, preferred.
• At least one year of experience in a service-oriented or financial services role.
• Strong math and analytical skills preferred.