Job Description
Onboarding Specialist
Sheet Metal Workers Federal Credit Union
About Sheet Metal Workers Federal Credit Union
Sheet Metal Workers Federal Credit Union proudly serves sheet metal workers, union members, and the hardworking families who help build America. As a member-owned financial cooperative, we are committed to improving our members' financial lives through trusted guidance, personal service, and practical financial solutions that help members save money, lower payments, reduce interest costs, and make confident financial decisions.
Position Summary
The Onboarding Specialist creates a welcoming, helpful, and relationship-driven first experience for new members. This role proactively connects with new members after account opening, introduces them to credit union products, services, and digital tools, and helps them understand how to get the full value of their membership.
Through consultative conversations, the specialist listens to each member's goals, financial needs, and opportunities to improve their financial well-being. The role recommends relevant solutions, identifies opportunities to refinance loans, consolidate debt, build savings, set up direct deposit, use digital banking, or connect with other credit union teams for specialized support.
Essential Duties and Responsibilities
· Welcome new members through proactive outbound calls, emails, and follow-up communication.
· Guide members through their first steps with the credit union, including online and mobile banking, debit card use, direct deposit, bill pay, account access, and loan services.
· Conduct needs-based conversations using active listening and thoughtful questions to understand each member's financial goals, challenges, and opportunities.
· Recommend appropriate credit union products and services that may help members save money, reduce interest costs, lower payments, consolidate debt, improve cash flow, or build savings.
· Educate members on the value of credit union membership and how the credit union can support their long-term financial well-being.
· Identify and refer opportunities to lending, branch, mortgage, insurance, or other team members when specialized assistance is needed.
· Follow up consistently to answer questions, encourage engagement, and help members complete setup steps or next actions.
· Accurately document contacts, member needs, recommendations, referrals, and follow-up activity in the appropriate systems.
· Maintain strict confidentiality and comply with credit union policies, procedures, security standards, and applicable regulatory requirements.
· Collaborate with branch and credit union staff to deliver a seamless, professional, and member-focused experience.
· Support member growth, engagement, retention, and satisfaction through consistent, high-quality onboarding.
Required Qualifications
· Experience in consultative sales, relationship banking, customer or member onboarding, outbound calling, or a similar service-focused role.
· Strong phone presence with clear written and verbal communication skills.
· Ability to build trust quickly and create a positive, professional, and helpful member experience.
· Strong listening skills and ability to ask thoughtful questions that uncover needs and opportunities.
· Comfortable making outbound calls, consistently following up, and managing a pipeline of member conversations.
· Exceptional organizational abilities, the ability to manage multiple priorities, and the ability to follow up on onboarding tasks.
· Organized, dependable, and able to manage multiple priorities and follow-up tasks.
· Friendly, professional, mission-driven attitude with a genuine desire to help members.
· Familiarity with consumer lending, loan refinancing, debt consolidation, direct deposit, debit cards, digital banking, and member engagement strategies.
Technology Skills
· Proficiency with Microsoft Office, including Word, Excel, Outlook, Teams, and PowerPoint.
· Ability to navigate multiple systems while assisting members.
· Ability to quickly learn credit union systems, member relationship management tools, online and mobile banking platforms, lending systems, and other service technology.
What Success Looks Like
Success in this role may be measured by:
· New members contacted and successfully onboarded.
· Quality and consistency of onboarding conversations.
· Opportunities identified to help members lower payments, reduce interest costs, refinance loans, consolidate debt, or build savings.
· Appropriate referrals to lending, mortgage, insurance, or other departments.
· Accurate documentation and system updates.
· Contribution to member growth, engagement, retention, and long-term relationship building.
Ideal Candidate Profile
The ideal candidate is friendly, professional, motivated, and relationship-oriented. They believe in Sheet Metal Workers Federal Credit Union's mission and take pride in helping members make better financial decisions. They are comfortable reaching out to new members, asking meaningful questions, explaining services clearly, and recommending solutions that fit each member's needs.
They understand that onboarding is more than a welcome call: it is the beginning of a trusted relationship with hardworking union members and their families. This person is energized by helping members save money, reduce financial stress, and get the full value of their credit union membership.
Benefits:
- Four (4) weeks of Paid Time Off (PTO) annually
- Twelve (12) paid holidays are observed annually
- Employee loan discounts on eligible loans
- Pension is offered at $5.40 per hour without a waiting period
- Medical, dental, and vision plans
- Must become a member of OPEIU 29
Pay: $27.00 - $32.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
