What are the responsibilities and job description for the Branch Member Engagement Representative position at Commonwealth CU?
Commonwealth Credit Union's mission is to better the lives of those we serve. We do that by following four Quality Standards:
1) Security: Making sure we have a safe environment and are following all applicable state and federal laws
2) Courtesy: Treating everyone with respect and courtesy
3) Image: Maintaining a positive image for our members and in our communities
4) Efficiency: Achieving maximum productivity with minimal wasted effort or expense
Our Branch Member Engagement Representatives are a vital part of our business efficiency and member satisfaction. They handle all inbound and outbound communication, providing a wide range of services and informed responses to our members and potential members.
Our Member Engagement Center (contact center) is based in Frankfort, but our Branch Member Engagement Representatives are assigned at strategic branches within the communities that we serve.
The duties of a Branch Member Engagement Representative include, but are not limited to:
- Staying readily available for incoming communications
- Completing member requests efficiently and accurately
- Following established guidelines to protect the security of our members
- Maintaining acceptable quality assurance scores based on credit union standards for servicing incoming communication with members
- Communicating effectively with internal and external members
- Proficiently using software for communication tracking, member documentation and follow-up
- Establishing relationships with internal and external members and striving to provide exceptional service
- Meeting credit union standards for referring new memberships, checking accounts and loans
- Displaying knowledge of products and services, and the ability to offer recommendations to members to meet their financial needs
Some Saturday hours are required.