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Digital Member Engagement Specialist in West Monroe, Louisiana at Centric Federal Credit Union

NewJob Function: Human Resources
Centric Federal Credit Union
West Monroe, Louisiana, 71292, United States
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Job Description

Centric is committed to creating, encouraging, and nurturing a safe and inclusive work environment. These same standards are expected of each of our employees. Centric values and celebrates diversity in the workplace and we welcome those with unique backgrounds, working styles, and skillsets. Our culture recognizes and embraces each person’s unique contribution to our success, and empowers our team to connect, belong and grow, so that we can better serve our members and community.

Role


The Digital Member Engagement Specialist embodies Centric's SERVE core values by acting as a steward of our members' financial futures, delivering highly engaged digital service, building trusted relationships, supporting Centric's vision for innovative digital banking, and bringing consistent energy and enthusiasm to every interaction.

This role assists members and potential members across all digital channels, providing exceptional Live Centric service while serving as a knowledgeable guide for more complex Credit Union services including IRAs, certificates of deposit, electronic funds transfers, online banking, and digital account opening.


Essential Functions & Responsibilities:


30%

Assist members with digital interactions while consistently delivering an exceptional, relationship focused member experience that reflects stewardship of members’ time, trust, and financial well being. Serving as a positively engaged digital ambassador, ensuring members feel supported, understood, and confident when using Centric’s digital tools.


30%

Process all digital account opening requests accurately and timely, recognizing the long term impact these relationships have on members’ financial futures.


15%

Proactively identify cross sell opportunities during digital account openings that align with member needs, supporting mutually beneficial, long term relationships.


10%

Act as a liaison between members and internal departments to minimize digital service disruptions, supporting Centric’s forward thinking vision for a seamless digital experience. Demonstrating ownership and stewardship by escalating and resolving issues efficiently to protect the member experience.

10%

Process daily ITM and ATM check deposits with accuracy and attention to risk, safeguarding the Credit Union and its members.

5%

Perform other duties as assigned with flexibility, energy, and a solution oriented mindset that supports team success.


Performance Measurements:


1.

Timely and accurate processing of all digital systems and check deposits (Banno, SmartPay/RDA, PayCenter, iPay).To work all online account applications in a timely manner.

2.

Timely completion of online account applications with a stewardship mindset to prevent errors and audit findings.

3.

Maintain 90% or higher average on monthly Banno reviews, demonstrating engaged, high quality digital service.

4.

Accurate processing of ITM and ATM deposits while adhering to check hold procedures to minimize potential loss. (Check Systems: CheckAlt and CFS)

5.

Maintain MeridianLink queue to reduce lead loss and support relationship growth.

6.

To maintain error-free account opening to ensure no audit findings.

7.

Resolve member and internal inquiries in a timely, friendly, and accurate manner with visible energy and professionalism.

8.

Actively seek opportunities to help digital members “live better” through relevant products and services (cross-sell, LOOP).

9.

Continuously build knowledge and skills to support Centric’s evolving digital vision.

10.

Maintain strong, respectful working relationships across departments.

11.

Demonstrate dependable attendance, timeliness, and professional presence with businesslike appearance.

Knowledge and Skills:


Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.

Other Skills

Working knowledge of regulations relating to all Credit Union deposit products (Reg E, Reg CC, Reg D, Truth-in-Savings Act). Able to operate technology associated with online banking such as mobile devices, personal computers and Microsoft office. Must have excellent interpersonal communication skills.

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The employee must be able to multi-task within a high-paced environment.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Location

West Monroe, Louisiana, 71292, United States

Frequently asked questions about this position

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