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Member Engagement Consultant

Company: CrossState Credit Union Association
Location: Freehold
Posted on: November 20, 2022

Job Description:

POSITION PURPOSE:

The Member Engagement Consultant has primary responsibility for all aspects of membership services, membership recruitment and membership retention. This includes but is not limited to planning, directing, coordinating and administering membership recruitment and retention plans, and membership database integrity and reporting. This position will be responsible for maintaining a positive relationship with member credit unions, non-member credit unions, and associate credit unions through scheduled visits, videoconferencing, email, phone, and social media. This position serves as the first point of contact for all CrossState members and prospective members to provide timely assistance, ensure the delivery of membership benefits, and contribute to an exceptional member experience.

This position will require approximately 60-70% travel (3 days) to member credit unions, non-member credit unions, associate credit unions, chapter meetings, and other events within the noted territory. The remaining 2 days would be working remotely from home. - CrossState maintains two office locations, one in Harrisburg, PA and one in Hamilton, NJ.

ESSENTIAL FUNCTIONS:

Membership Management (70%)

Coordinate acquisitions, engagement, and maintenance of all member relationships. Acts as the first point of contact for current and prospective members. Maintains current membership through coordination of visits, videoconferencing, phone calls, emails, and events with CrossState Credit Union Association (CrossState) staff team. Coordinates initial contact with prospective members.

Lead member recruitment efforts working with the President/CEO, the Advocacy team, and other team staff to ensure that eligible institutions are informed of the benefits of joining CrossState and are connected to resources to help them recognize CrossState's value.

Be active, accessible, and visible with CrossState membership as a representative delivering exceptional member service and product support. Attend all CrossState marquee events annually;
Assist members with day to day-to-day needs, including facilitating member benefit usage; and
Communicating with other departments as necessary with information or questions from our members.

Enhance relationships with credit unions located in states served by CrossState.

Coordinate all membership data, tracking and reporting, including but not limited to:

Organizing CrossState staff team member credit union visits;
Managing recruitment and retention tracking/reports;
Collecting and analyzing current, new and potential member information; and
Developing and maintaining a thorough knowledge of the Customer Relationship Management (CRM) database

Oversee annual membership dues renewal process to include communications related to a credit union's membership status, renewal, etc.

Coordinate new member credit union and new credit union CEO onboarding, including benefits and communications.

Assist the ongoing assessment and enhancement of membership recruitment and retention plans to ensure retention goals are achieved.

Oversee membership campaigns, including communication with non-member credit unions, membership renewal, member communications, and other messaging campaigns surrounding membership.

Oversee training and support for CrossState's staff team to enable outstanding customer service to current and potential CrossState members. Ensure staff team are actively using the CRM database to manage relationships with credit unions.

Perform other duties as assigned by supervisor.

Professional Development (10%)

Attend professional meetings and conferences to promote CrossState collaborations, programs, and activities.

Travel to credit union league events in other areas to initiate networking with other member engagement professionals.

NetForum Coordinator (20%)

Serve as the primary point of contact for CrossState's Customer Relationship Management (CRM) software. This position will work closely with the IT Manager and contracted third-party service provider to develop and maintain the software.

Coordinate training, support, and resources for CrossState staff to fully utilize CrossState's CRM software.

Track, prioritize and arrange resolution of CRM database tickets filed by the staff team on help desk software with assistance of IT Manager.

Further develop modules to provide the information necessary to engage all staff in the use of CRM database to increase the efficiency of recording and sharing information across the organization.

PHYSICAL REQUIREMENTS:

Repetitive movement of hands and fingers (i.e., for typing or writing).

Lifting and carrying containers weighing as much as 5-20 pounds (i.e., to/from office).

Sitting for long periods of time (i.e., at a desk, in meetings).

Ability to reach above, at and below the waist.

Ability to reach above, at and below shoulder level.
KNOWLEDGE, SKILLS, & ABILITIES:
Knowledge - Maintains required knowledge, skills and abilities in assigned area of expertise, including standards, fundamentals, and techniques required for the job.

Supports and demonstrates CrossState's organizational goals, culture, products and services, policies, and internal practices.

Proficient with Microsoft Office Suite products (Outlook, Excel, Word, PowerPoint).

Communication - ability to communicate clearly, and have excellent grammar, spelling, and writing skills. Speaks, listens, and writes in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.

Ability to read, analyze and interpret procedures.

Workflow Management - Manages time effectively, meets deadlines and produces quality work requiring little or no review. Manages high volume of work assignments.

Judgment - Exercises good judgment and appropriate decision making within scope of job.

Demonstrated ability to maintain confidentiality and handle sensitive information particularly with our credit union member's information, as well as other information designated as confidential.

Relationship Management - Maintains strong and effective interpersonal skills and effective working relationships with all stakeholders, both internal and external. Ability to work professionally in a team setting.

Public Speaking - ability to conduct meetings, exit interviews, and introduction of speakers to groups numbering from 2-3 or more.

Attendance - Regular and consistent attendance is required to maintain acceptable performance standards and routine duties of the position.

Travel - Must be available for frequent travel including evening work and overnight stays while visiting credit unions. Must have a valid Driver's License (no suspensions or similar legal prohibitions on driving), physical ability to operate a motor vehicle and motor vehicle transportation.

EDUCATION AND EXPERIENCE:

Bachelor's degree in Marketing, Communication, or Business and 3-5 years of related experience working with trade associations or with credit unions. Interested candidates should apply here:
https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=5090354

Keywords: CrossState Credit Union Association, Brick , Member Engagement Consultant, Professions , Freehold, New Jersey

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