BMI Federal Credit Union

Financial Planning and Analysis

• Provide personalized one-on-one financial coaching to members
• Assess members’ financial positions and formulate improvement plans
• Maintain notes and records of coaching sessions and member progress
• Track and report financial counseling activities to the VP of Business & Community Development
• Schedule and attend consultations at members’ worksites or BMI FCU branches
• Manage communication regarding financial coaching appointments
• Formalize, implement, manage, and evaluate the Financial Coaching program
• Maintain the Financial Coaching section of the website, including the coaching agreement and scheduler
• Manage the CCUFC credentialing process and support employees holding the credential
• Develop staff development programming for obtaining and retaining the CCUFC credential
• Promote and support the Financial Coaching and Education bachelor’s degree within Dollars and Sense University
• Manage financial education materials
• Create social media and outreach content promoting financial wellness and educational programs
• Build and publish the Financial Wellness Newsletter and maintain its mailing list
• Serve as backup and co-presenter for financial education workshops
• Promote community financial education workshops and events
• Collaborate on financial wellness spotlight articles
• Manage third-party partnerships with Banzai! and It’s A Money Thing
• Support youth programming
• Apply for financial education awards, recognition, and grants
• Maintain knowledge of products, services, compliance regulations, organizational philosophy, and structure
• Provide responsive member service and recommend appropriate products and services

Financial Education Coach

Call Center Representative

• Answer member inquiries received through telephone, email, or chat
• Provide first contact via telephone or electronic messaging, respond to secure messages and online chat, process requests, resolve issues, and build rapport with members
• Handle account information, transfer requests, loan payments, withdrawals, loyalty reward usage, check orders and supplies, online banking services, stop payments, wire transfers, and penalties
• Assess situations, apply sound judgment, and use troubleshooting skills to assist members
• Introduce products and services that may help members financially
• Develop and retain broad technical and informational knowledge of Credit Union products and services
• Manage time efficiently to ensure service quality and member satisfaction
• Verify caller data to prevent disclosure of sensitive information to unauthorized individuals
• Assist with online banking access, including troubleshooting device and browser problems and errors
• Research and assist with VISA and VISA debit card problems, maintenance, disputes, and tokenization
• Research ACH issues and locate originators
• Assist managers with operational processes for opening and closing the Contact Center
• Follow up on member-related issues as needed
• Perform other related duties as assigned

Contact Center Representative

Business Development Rep

• Grow the credit union by increasing the number of members and products and services for members, Preferred Employer Groups (PEGs), and communities served
• Identify, generate, and support new members and PEGs and solicit in target markets
• Provide on-site support for PEGs through personal visits, telephone calls, and correspondence
• Support PEGs and community groups at orientations, benefit fairs, lunch and learns, and charitable events
• Educate prospective and current members about BMI FCU products and services and cross-sell
• Maintain up-to-date employer and community group data and initiatives in the CRM system
• Work with the Financial Education Specialist on PEG financial wellness trends and needs
• Provide recommendations and feedback on financial wellness content and efforts
• Plan and coordinate PEG and community events
• Prepare monthly reports outlining PEG program activities and expenses
• Represent the credit union at employer, community, and charitable events
• Partner with Marketing and the Business Development Coordinator to design and produce recruitment materials
• Assist the VP of Business & Community Development in researching and soliciting new PEGs
• Assist with developing new opportunities to deliver strategic initiatives
• Serve as liaison between the credit union and PEGs to resolve problems
• Back up the VP of Business & Community Development as required

Financial Education Coach

Contact Center Representative

Business Development Representative