Member Engagement Specialist - Teachers Federal Credit Union : Job Details

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For 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles.

Summary:

The Member Engagement Specialist is responsible for identifying and sharing exceptional member experience stories both within and outside of the credit union to drive engagement and increase net promoter scores. Create brand awareness on social and review channels, generate opportunities to deepen relationships with members, and build loyal fans.

Job Responsibilities:

* Partner with select executive team members and internal stakeholders to build content to share member stories during All Hands Calls, Board Meetings, and within other communication channels/materials

* Review and engage with social media feedback in real-time and identify opportunities to reward fans in order to increase referrals resulting in new member growth

* Recognize and engage with members that provide positive feedback of their interactions with Teachers team members within survey responses, Teachers website, and letters to the CEO

* Analyze feedback data using Medallia platform to provide recognition for teammate success stories and highlight opportunities to improve overall member experience

* Mitigate reputational risk by quickly addressing member complaints and concerns and escalate per guidelines to appropriate parties for resolution

* Monitor feedback channels including Facebook, Instagram, Twitter, Yelp, Google My Business and App Review platforms and engage with members to address pain points and emphasize experience wins

* Share teammate success stories through internal communication hub, team meetings, and monthly reports to help support an empowering member centric culture

* Coordinate with the Marketing and Communications teams to ensure brand consistency in communications

* Be up to date on Teachers products, services, and promotions to offer appropriate solutions to members when applicable

* Monitor member requests and feedback to drive insights for senior leadership

* Provide insights and reporting on a timely basis

* Keep abreast of member feedback best practices/techniques across various industries

* Performs other duties as needed upon request by immediate supervisor

Education & Experience:

* Bachelor's degree or a minimum of eight years related experience required

* Minimum three years' experience in communications related role or customer service required

* Strong knowledge of Microsoft Word, Excel and PowerPoint required

* Financial services industry experience preferred

* Previous experience in complaint escalation management preferred

* Experience with Medallia platform preferred

* Excellent writing skills with strong attention to detail

* Knowledge and understanding of social media platforms and best practices for monitoring and responding to inquiries

* Possess ability to foresee potential negative situations and apply conflict resolution principles to mitigate issues

* Strong collaborator with ability to engage multiple key stakeholders

Benefits of Joining the Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

* Paid time off for vacation, personal days, and holidays

* Fully-funded pension plan

* 401(k) company contribution

* Teachers pays 100% Premium Coverage for Vision & Dental Care

* Tuition reimbursement is offered to full-time employees

* Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

* Flexible hybrid schedule for eligible positions

The good faith range for this position is $57,000 to $68,000 annually. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit

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