Job Summary: The Member Engagement Specialist serves as primary contact for development and administration of the member survey, service recovery, and member onboarding programs that promote increased engagement and stronger relationship-building practices throughout the Credit Union’s Retail channels. Duties include: • Processes new account applications acquired from field-based events or online channels, conducts welcome calls to new members, and proactively identifies opportunities to deepen member relationships by offering product and service solutions. • Assists the Manager of Member Engagement in the development of member surveys and member focus groups to continually enhance member experience throughout Front Line channels. • Assists the Manager of Member Engagement in the development of manager-level reporting and summarizing insights tied to member feedback across various channels, including member surveys, social media comments, and online reviews. • Conducts account activation calls for dormant members to reactivate their accounts while offering credit union products and services. • Conducts necessary survey follow-up calls/emails to troubleshoot any member concerns. • Completes weekly and monthly member survey reports for senior leadership. • Assists the Manager of Member Engagement in the development of member on-boarding strategies, member outcall programs, and other member engagement initiatives. • Able to resolve member escalation calls by using critical thinking skills and collaboration with other departments. • Periodically participates in employee focus groups and end-user testing for key enterprise projects • Supports other marketing-related functions as needed, including social media content creation • Perform other job duties as assigned by management. Qualifications Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned. Job Type: Full-Time The following are some benefits offered to employees of EdFed: • Paid Birthday • Paid Holidays • Paid Sick and Personal Time • Paid Vacation • Tuition Reimbursement • 401K (with matching funds) and CU contributions