First Entertainment Credit Union

Member Engagement and Retention Specialist

First Entertainment Credit Union

full-time

Posted on:

Location Type: Hybrid

Location: Hollywood • California • United States

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Salary

💰 $80,000 - $90,000 per year

About the role

  • Re-engage members through personalized outbound outreach while delivering consultative financial conversations to uncover needs and recommend relevant products that deepen engagement and wallet share.
  • Gather and analyze member feedback and behavioral insights to identify trends and opportunities and use these insights to support the development of targeted engagement and retention initiatives for deposits and loans.
  • Monitor member account activity and usage patterns to identify disengagement or churn risks, and proactively connect with at‑risk members to foster continued participation.
  • Use segmentation strategies to prioritize outreach based on member behavior, lifecycle stage, product mix, and predicted churn indicators.
  • Collaborate with internal partners to ensure alignment on communication strategies and to execute coordinated omnichannel engagement efforts across various channels.
  • Own and track key engagement and retention KPIs, including product adoption, churn reduction, reactivation rates, and outreach conversion, to measure program effectiveness.
  • Conduct timely follow-up with members after initial outreach to ensure their needs are met and to reinforce the Credit Union’s commitment to exceptional service.
  • Prepare executive-ready summaries of engagement metrics to highlight program impact and make data-informed recommendations for improving retention strategies.

Requirements

  • A high school diploma required. An Associate or Bachelor’s degree preferred.
  • Minimum 3–5 years of experience in a financial institution in member facing roles required.
  • Minimum of 3 years sales experience in commission roles
  • Prior experience in a call center or high-call-volume roles preferred.
  • In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
  • Excellent communication, organizational skills and problem-solving skills.
  • Strong problem-solving abilities and a member-centric approach.
  • Effective communication skills across all levels of audience.
  • Proficiency with Microsoft Office products as well as core banking systems required.
  • Strong problem-solving abilities and a customer-centric approach.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
member engagementretention strategiesdata analysisKPI trackingsales experienceconsultative financial conversationssegmentation strategiesproduct adoptionchurn reductionreactivation rates
Soft Skills
communication skillsorganizational skillsproblem-solving skillsmember-centric approachcollaborationcustomer-centric approach