MEMBER EXPERIENCE OFFICER / BANKER

About the role

Deliver Legendary Service by projecting a positive image as a Member Experience Officer for Dover Federal Credit Union. Perform a broad variety of member service functions, sales and service goals, and provide the ultimate member experience with product penetration through financial literacy and member satisfaction.

Essential Functions

• Perform all essential functions of the Member Experience Specialist position
• Meet all established sales and service goals, ethically referring appropriate products and services to the membership
• Meet minimum requirements for the position as set forth on the individual and Branch Scorecard
• Possess adequate product knowledge
• Receive and check in members or potential members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.
• Provide prompt, efficient, accurate, professional, member service in a courteous and ethical manner
• Process membership applications, loan applications, and ethically cross-sell products and services that best meet the financial needs of the member
• Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member
• Provide assistance, research and resolve all member related situations in an accurate and timely manner
• Scan and ensure all critical member related documentation is archived within appropriate system, accurately and in a timely manner
• Perform operational duties as requested by management, covering other branches as requested
• Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution
• Assist management with monthly audits and security checklist
• Participate in Financial Literacy, BVS, and Wednesday training as instructed by management
• Perform outbounds calls as required by management
• Develop outbound pipeline to establish cordial relationships with members to sustain member relations and retention
• Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements
• Provide Notary service
• Provide marketing and promotional suggestions to increase member engagement
• Participate in marketing/community events and branch-related activities to increase member experience and culture
• Assist with opening and closing of the branch when needed. Team members will receive training in how to properly clear the building
• Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union
• Any other duties as assigned

Requirements

• At least 3-4 years of customer service experience, required
• At least 2-3 years of experience in a financial institution preferred
• Requires education equivalent to a four-year high school education
• Requires professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the Credit Union
• Requires knowledge of consumer loan policy, credit-granting criteria, and interest rates
• Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines
• Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members
• Requires intermediate working knowledge of PC and applications (MS Office)
• Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
• Requires compliance with all credit union policies, procedures, and regulations

Physical Requirements

• Ability to continuously stand and/or walk with minimal sitting
• Required to use hands to finger, handle or feel, reach with hands and arms, and talk or hear
• Occasionally required to bend, kneel, and reach above or at shoulder level
• Must occasionally lift/push/pull and/or carry up to 50 pounds