MEMBER EXPERIENCE SPECIALIST

Essential Functions

• Metes all established sales and service goals, ethically referring appropriate products and services to the membership.
• Metes minimum requirements for the position as set forth on the Branch Scorecard.
• Possesses adequate product knowledge.
• Provides routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers.
• Provides members with account status, including current balances & loan payoffs.
• Performs routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing, Check 21, and negotiable instruments, while performing proper CIP procedures, CDD/EDD, maintaining the highest level of confidentiality with all information obtained.
• Performs basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/statements, etc., utilizing appropriate operating systems or programs.
• Receives and checks 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.
• Answers telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained.
• Provides members with the forms necessary to transact business and proper receipts for payments.
• Examines checks for endorsements, negotiability, and potential fraud.
• Participates in Financial Literacy, BVS, and Wednesday training as instructed by management.
• Performs proper cash handling techniques, including but not limited to, hand-counting currency for accuracy, conducting ECR deposits and withdrawals, and buying and selling vault currency.
• Maintains designated cash drawer levels, and balance cash drawer according to branch settlement procedures.
• Completes Currency Transaction Reports and Suspicious Activity Reports.
• Scans and ensures all critical member-related documentation is archived within an appropriate system, accurately and in a timely manner.
• Processes transactions, conducts file maintenance, creates new products/services on existing accounts as requested by the member.
• Processes membership deposit applications, establishes new accounts for eligible members, and ethically cross-sells products and services that best meet the financial needs of the member.
• Provides Notary service
• Performs operational duties as requested by management, covering other branches as requested
• Processes orders for ATM/debit cards, including Instant Issue, PIN mailers, and check orders.
• Responds to all member/team member correspondence, and/or directs them to the proper person for specific information and resolution.
• Ensures compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.
• Collaborates with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors.
• Prepares and communicates external and internal correspondence to members/team members as directed via proper channels.
• Ensures all branch files, references, and correspondence are kept up-to-date, in conjunction with the training and marketing departments
• Participates in marketing/community events and branch-related activities to increase member experience and culture.
• Aids in 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.

Job Specifications

• Requires completion of high school education, plus appropriate specialized training.
• Requires intermediate mathematical skills (calculations and concepts involving percentages, fractions, decimals, etc.).
• Requires at least 6 months of related experience (i.e. excellent member service skills, attentiveness, organizational skills, and tact & diplomacy in dealing with guests, members, and team members, etc.)
• Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.
• Requires basic typing/word processing skills.
• Requires compliance with all credit union policies, procedures, and regulations.

Physical Requirements

• Sit
• Use hands to finger, handle or feel
• Reach with hands and arms
• Talk or hear
• Occasionally lift/push/pull and/or carry up to 10 pounds

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.