Member Engagement and Retention Specialist

First Entertainment Credit Union is seeking a Member Engagement and Retention Specialist to deepen relationships with existing members through proactive outreach, personalized service, and tailored financial guidance. This role plays a key part in strengthening member loyalty, re‑engaging partially active or inactive members, and helping individuals maximize the value of their membership.

The Member Engagement and Retention Specialist will leverage targeted engagement strategies, and a consultative service approach to identify opportunities for deeper involvement with our products and services. By delivering meaningful recommendations and building trusted relationships, the Specialist will support members in achieving their financial goals while driving increased product adoption, portfolio growth, and long-term Credit Union success.

This is a hybrid position based in Hollywood, reporting to the Sr. Director, Sales. The targeted pay range for this role in California is between $80k and $90k.

Responsibilities 

• 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.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

 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.