Member Outreach Specialist

Duties & Responsibilities

• Uncover member needs to cross-sell additional products and services.
• Nurture member relationships for future conversion.
• Using analytics, work with Member Experience Manager to set product, service and usage goals.
• Aid in developing outbound call scripts and email templates.
• Be well-versed in REV product knowledge to offer creative financial solutions.
• Advise members of pre-screen offers and next best products to sell based on analytics.
• Drive service utilization by educating members on products benefits.
• Drive member digital engagement by promoting self-service functionality.

Assumes responsibility for delivering exceptional member service

• Demonstrate a passion to increase member satisfaction based on results from survey feedback.
• Increase adoption rate on products and services.
• Reduce member attrition through outreach to encourage account utilization.
• Maintain and exceed member and team member service level agreement standards.

Assumes responsibility for reporting support in the Contact Center

• Report weekly closed business and referrals to the Member Experience Manager.
• Utilize the CRM to document member interactions and schedule future touchpoints.
• Track and analyze data adjusting scripting and engagement strategies to improve results.
• Collect product and service feedback to make improvement recommendations.

Skills & Qualifications

• Education/Certification & Experience: High school diploma or equivalent Two (2) years of experience in a sales environment
• Skills/Abilities: Strong interpersonal and communication skills to help build rapport and drive for results Excellent listening and written skills Highly organized and efficient Handling member objections effectively Exceptional analytical and creative problem-solving skills Highly self-motivated

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.