Contact Center - Member Engagement Specialist

* **Part Time \- 20 Hours Per Week** * **Monday through Saturday Availability Required** * **Work From Home Eligible (Hybrid/Rotating Schedule) After 1 Year** **Role:** Assist members, potential members and other associates with requests; explain services and responds to issues through multiple traditional and digital engagement channels. Responsible for performing routine account transactions, cross\-selling various products and services in order to fulfill the member's financial needs, researching and resolving member account questions and concerns. Ensures a high level of member satisfaction is delivered professionally, accurately, with high quality, optimal member service and integrity. Routinely demonstrate exceptional member service and consistently meet or exceed referral/sales goals. This position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in accordance with the credit union's Remote Work policy. **Essential Functions \& Responsibilities:** E \- 45% Through comprehensive credit union knowledge, performs routine member transactions and answers questions about products and services through multiple engagement channels. E \- 30% Researches and resolves member account questions and concerns. Provides follow up as needed. E \- 15% Explains services to members and potential members to generate additional business and promote a positive relationship. E \- 5% Answers questions and provides information on deposit and loan related products while supporting the Member Solutions Specialist as necessary. N \- 5% Performs other duties as assigned. **Performance Measurements:** * Provides courteous, prompt, professional and accurate service and support to all members and associates through all traditional and digital engagement channels (e.g. Phone, audio, chat, video and email). * Provides service and information in an efficient and effective manner, including but not limited to; researching and resolving member questions, problems and concerns; performing routine transactions such as transfer of funds, establishing/maintaining direct deposits and payroll distributions, ordering checks, VISA credit card and check maintenance and wire transfers; verifying account balances and providing loan pay\-offs; and opening new accounts and providing required disclosures. * Determines the member's needs by asking questions, promoting and cross\-selling products and services offered by the credit union based on those needs. * Resolves internal and external member questions, researches account inquiries and troubleshoots and replies to inquiries in a timely, friendly and accurate manner. Completes additional follow up as needed. * Answers questions and provides information on deposit and loan related products while supporting the Member Solutions Specialist as necessary. * Contribute to achievement of departmental Key Performance Indicators, sales and service goals. * Treats all credit union