Member Experience Representative 1

Member Experience Representative 1

Member One Federal Credit Union

Member Experience Representative 1

Details of the offer

Job Description
JOB SUMMARY: The Member Experience Representative provides a complete member service experience. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members while adhering to established security safeguards, identification measures, and all credit union policies and procedures.
This position is a role that is progressive in nature when it comes to skill development and training requirements. Typical transition time between tiers is within one year and is subject to review.
Ultimately, the Member Experience Representative will perform all retail services including transactions, opening and maintaining share accounts, processing and servicing loans including consumer loans and home equities, and processing and servicing business share accounts.
Actively support the Vision and Core Values of the Credit Union to deliver excellent service by demonstrating a positive attitude supporting the desired Credit Union culture.

Assist members in a friendly, professional manner, demonstrate adaptability and a positive attitude when faced with challenging situations

Analyze, research, and resolve problems and discrepancies related to members? financial relationship with Member One by utilizing knowledge and judgment to protect members and the Credit Union from loss as well as maintaining members? privacy by protecting their personal information.

Manage time efficiently and take initiative within the retail center; seek opportunities to develop and enhance knowledge and educate current and prospective members about Credit Union products and services

Have ability to travel to support other centers on an as-needed, temporary basis

Actively participate in Credit Union initiatives, promotions, and achieve assigned position goals

Know and understand all Credit Union policies and procedures including following safety and security procedures regarding robbery, emergency situations, and third party access to secure areas; communicate suspicious activity appropriately

Comply with all federal regulations, Credit Union policies and procedures, fair lending laws and the prohibitions enumerated in the Credit Union?s lending policy

Perform other duties and assist others as assigned

Tier Specific Expectations:
Member Experience Representative Tier I
Process member transactions and maintain a balanced cash drawer; utilize proper cash handling procedures
Guide members through complex transactions with confidence, knowledge, creativity, and accuracy
Establish relationships with members and seek opportunities to educate our members about additional products and services
Record detailed notes to document member interactions, challenging situations, and transactions
Review and adhere to all account comments and warnings when performing transactions
Manage the traffic flow of members with a sense of urgency
Answer incoming calls to retail center in a timely and professional manner

Member Experience Representative Tier II
Perform all of the Member Experience Representative Tier I duties and responsibilities
Process new accounts independently
Process IRA and special account transactions and applications
Assist members with complex transaction requests (balancing checkbooks, budgeting, account disputes, fraud, etc.)
Ask detailed questions to offer solutions that balance member needs with Credit Union risk
Communicate with members through the onboarding process and actively follow up to discuss member needs
Process consumer loans independently
Process and review home equity loan information independently
Communicate with members from loan application through disbursement
Handle escalated member concerns and take appropriate action to resolve them

Member Experience Representative Tier III
Perform all of the Member Experience Representative Tier I and Tier II duties and responsibilities
Process business account openings and applications independently

Member One is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Source: Jobsxl


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