CU Solutions Group
  • 18-Dec-2017 to 17-Mar-2018 (EST)
  • Membership Enhancements
  • Livonia, MI, USA
  • Full Time

POSITION SUMMARY

Responsible for providing excellent customer service and maintaining strong professional relationships with assigned credit unions. Courteously and promptly resolves customer questions and provides marketing assistance to better engage credit unions with Love My Credit Union Rewards (LMCUR) programs such as Sprint and TurboTax. Builds relationships and engagement with customers for assigned credit unions that are utilizing CU Solutions Group products.

WHAT YOU WILL DO

  • Effectively on-board customers newly enrolled in the Love My Credit Union Rewards program.
    • Contact new customers upon enrollment and begins implementation process which includes Partner Center tour and marketing plan development.
    • Communicate with customers during setup process to answer any questions and assist with marketing collateral.
    • Notify customers of program best practices.
    • Assist customers with marketing implementation.
  • Engage credit unions to maximize their Love My Credit Union Rewards marketing efforts.
    • Develop strong working relationships with assigned customers.
    • Work with customers to develop annual marketing plans for enrolled programs.
    • Assist customers with their LMCUR marketing needs (ex. web banners, member newsletter messaging, and member email templates).
    • Provide customers with regular performance updates.
    • Provide customers with program updates, enhancements, and exclusive offers.
    • Analyze the effectiveness of the customers' executed marketing efforts and makes recommendations as appropriate to help improve member participation.
    • Proactively anticipate customer needs and identify any potential challenges/issues.
    • Identify at-risk credit unions and provide recommendations for management on best approaches.
  • Develop and build relationships with credit union customers utilizing CUSG products.
    • Contact CUSG customers to inquire about product satisfaction.
    • Establish and deepen relationships with customer by understanding their business objectives/needs.
    • Identify opportunities for potential products and create product leads for appropriate internal staff.
    • Answer customer questions and gather any product concerns and/or feedback.
    • Identify opportunities for product improvement.
    • Provide customer concerns and/or feedback to appropriate CUSG department for customer follow up (if appropriate).
  • Collaborate with the CUSG Sales team to help improve credit union engagement.
    • Work closely with the Sales team to expand product participation amongst existing credit unions.
    • Work with the Sales team to resolve issues the credit union may have.
  • Establish and maintain effective professional working relationships with customers.  
    • Resolve questions, requests, and problems promptly and courteously.
    • Maintain the company's professional reputation.
    • Provide superior customer service.
  • Establish and maintain effective working relationships, communication, and coordination with CUSG personnel and management.
    • Assist and support coworkers as needed.
    • Maintain regular contact with other departments to obtain information and/or to correct transactions.
    • Keep management informed of area activities and of any significant problems or concerns.
    • Attend and participate in meetings as required.
  • Assumes responsibility for related duties as required or assigned.
    • Track all marketing activity using the CRM system and outbound e-mail systems.
    • Cross-sell other marketing activities.
    • Ensure that Client Services Department work areas are clean, secure, and well maintained.

WHAT YOU NEED

  • Excellent written and verbal communication skills, including effective public speaking/training skills and ability to present ideas in a clear, concise manner.
  • Ability to work independently and effectively with little direct supervision.
  • Excellent organization skills and the ability to prioritize and effectively complete multi-facetted, complex projects with conflicting deadlines.
  • Excellent relationship building skills.
  • Previous experience working with Credit Unions, CRMs, B2B Sales, knowledge of CUSG products and previous experience helping companies to improve is preferred.
  • High school graduate or equivalent, Associate's Degree preferred.
  • Strong computer skills, working knowledge of MS Office
  • Customer service experience

 SUPERVISORY RESPONSIBILITIES

None

 QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 LANGUAGE SKILLS

Ability to read and comprehend instructions, short correspondence and memos.  Ability to write correspondence.  Ability to effectively present information in one-on-one and small group situations to clients and other employees of the organization. Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.

 REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to research problems and determine resolution. The mental characteristics necessary to perform this job include the need to occasionally be persuasive, frequently be able to compare and continuously be alert, use judgment and be patient.

CERTIFICATIONS, LICENSES, REGISTRATIONS

Driver's License

 OTHER SKILLS AND ABILITIES

  • Excellent written and verbal communication skills, including effective public speaking/training skills and ability to present ideas in a clear, concise manner.
  • Ability to work independently and effectively with little direct supervision.
  • Excellent organization skills and the ability to prioritize and effectively complete multi-facetted, complex projects with conflicting deadlines.
  • Excellent relationship building sills.

 PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear.  The employee frequently is required to stand, walk and sit.  The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

 WORK ENVIRONMENT

Some in-state travel and overnight travel as well as weekend work. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

ABOUT US

CU Solutions Group is an award-winning credit union service organization that offers products and services in the areas of technology, marketing and performance. The company is majority-owned by the Michigan Credit Union League and has more than 100 investors comprised of credit unions, credit union leagues and credit union system organizations including CUNA Mutual Group and CO-OP Financial Services. Headquartered in Livonia, MI, the organization serves nearly 3,400 credit unions nationwide.

 

CU Solutions Group
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