CFCU Community Credit Union (CFCU) is looking for a professional and self-driven Service Excellence Specialist to join the CFCU team. The selected candidate will positively engage with members by reaching out to new and existing members to identify and deliver “win-win” opportunities to save members money, make members money, and/or make members’ financial services experience better, while simultaneously increasing the value of the member relationship with CFCU. The Service Excellence Specialist will be comfortable facilitating the use of innovative technology solutions and will have strong knowledge of the products, services and technologies offered by CFCU and its affiliates.

& Responsibilities:

• Works with SE@CFCU leadership to identify and request lists of members with a potential openness to a deeper product/service relationship with CFCU.
• Researches member relationships prior to reach out by reviewing credit report, transaction account history, and overall CFCU relationship.
• Reaches out to new and existing Indirect loan members pursuant to procedures for same.
• Based on research and conversation with members, determines members’ financial needs and recommends appropriate products and services to help members save money, earn more money, and make their respective financial lives easier.
• Processes product and service requests and acquisitions for members who are contacted by the SE Specialist.
• Supports member satisfaction and retention by providing superior service, answering questions, and addressing member concerns.
• Utilizes Service Excellence techniques to develop and maintain member relationships, providing actionable information that may benefit CFCU members. Responds to member inquiries/responses in a timely and service focused fashion.
• Acts in a relationship management role to advocate for CFCU products and services; develops and deepens member relationships by taking ownership, resolving problems efficiently and turning servicing requests and transactions into opportunities to help members save money, earn more money, and make their financial life easier.
• Provides member feedback on CFCU products and services to supervisor.
• Adheres to CFCU policies, procedures, and training, meeting all regulatory, operational and security requirements.
• Supports Service Excellence program and contributes to a positive team environment by being responsive, respectful, and supportive of fellow employees.
• Performs other duties as assigned.

Desired Skills:

• High School Education or equivalent; specialized sales and/or service excellence training preferred. Must have or obtain NMLS (National Mortgage Licensing System) designation.
• 2 – 5 years’ customer service and sales experience; prior needs-based sales experience preferred. Must have proven sales abilities.
• Excellent verbal and written communication skills.
• Skilled in engaging members/ prospects in a sales conversation through all types of media.
• Strong knowledge of CFCU products and services.
• Proven technology abilities working with smartphones, tablets, and online/mobile banking tools.

Equal Employment Opportunity:

Equal employment opportunity has been and will continue to be a basic principle at the Credit Union. CFCU provides equal employment opportunities, without discrimination because of race, color, religion, creed, sex, sexual orientation, gender identity or expression, pregnancy, marital status, age, national origin, citizenship, handicap or disability, veteran or military status, political beliefs, victim of domestic violence status, familial status, or predisposing genetic characteristics or status, or any other status protected by federal, state, local or other law. This policy includes, but is not limited to recruitment, hiring, compensation, training, and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.