Member Experience Representative Senior

PURPOSE Provides thorough and accurate member service through teller functions, new accounts, loan services, and other related functions in accordance with the Credit Union's established policies, procedures, and core values. In order to achieve the objectives of the Credit Union, these responsibilities shall be executed promptly, courteously and accurately.

FUNCTIONS

Responsible for member marketing of the Credit Union and a knowledge of all services offered to a degree that will enable answering questions, crossselling, or referring member for specific services in a positive and professional manner. Actively contribute to the success of the Credit Union by working positively within the department and supporting achievement of organizational goals. Responsible for processing all teller transactions related to member accounts. To include but not limited to MO, Cashier's checks, Shared Branching (if applicable), withdrawals, deposits, transfers, loan payments (all types), printing and reading statements, charging appropriate fees, and balance inquiries. Responsible for opening all types of deposit accounts, including but not limited to, share, share draft, individual retirement accounts (all types) HSA's money market accounts and certificates of deposits. Responsible for processing check orders, ATM applications, VISA Debit Card applications, payroll deductions, direct deposits, automatic transfers, research requests, wire transfers, share draft stop payments, cashier's check replacements, etc. Assist members in person and on the phone with inquiries and requests including NADA book values, performing Notary services, Signature Guarantee's and vehicle inspections. Responsible for the direct supervision of Member Experience Representatives in the absence of the Office Manager, Office Supervisor, and/or Assistant Office Supervisor. Responsible for the administration of our security and risk management activities for the assigned office in in the absence of the Office Manager, Office Supervisor, and/or Assistant Office Supervisor. Assist the Office Supervisor in the maintenance of our facilities, equipment, and supplies inventory. Assists with monthly and quarterly reports. Must have thorough knowledge of all consumer loan products, including GAP and Debt Cancellation and MBP products. Interview loan applicants, assist members with applications, counseling on collateral, procedure, policies and alternatives. Responsible for work up of loan applications including credit, income, and employment verifications, etc. Responsible for scheduling and performing loan closings, apprising applicants of all pertinent loan data, including but not limited to, the disclosure of terms, payment amounts, dates, methods of repayment, and insurance requirements. Responsible for accurately maintaining change fund drawer, related checks and tickets, document preparation, computer input, cash and check handling and balancing of same on a daily basis. Responsible for recognizing and handling fraud suspicions with supervisors and BSA. Maintain familiarity with credit union policies and procedures contained in all manuals pertinent to job duties to ensure compliance with state and federal regulations. Perform other duties as assigned.

PREREQUISITES FOR THE POSITION

Education:

High school graduate or equivalent. Must have completed all training available that relates to this job. Lending, MER, and Teller training.

Minimum Experience:

Must have completed one year in MER I and 1 year in an MER II role. Must have mastered all job requirements and functions. Able to perform all duties with minimal help.

Personal Characteristics and Skills:

Must be of the highest integrity and with personal habits above reproach. A positive attitude and teamwork mentality is essential. Knowledge of financial services is important but equally important is the desire and skill to identify and meet our member's needs. Must practice confidentiality and be able to work well under pressure. Must be selfmotivated, efficient, accurate, and organized. Must be a mature person with sound judgment. Must have the ability to meet and work effectively with people of varying levels of education and experience and be able to communicate, both written and orally with same. Must be able to take direction and be willing to seek counsel of supervisor as necessary.

Technical Skills:

Prior training or performance of operating a calculator, keyboard and a computer terminal that will require no retraining. Must type a minimum of 35 wpm.

Working Conditions:

Continuous alertness, precision, and concentration to ensure accuracy and thoroughness of documents and transactions. Continuous alertness of surroundings for security purposes. Frequent performing basic numeric calculations, as well as writing, reading, comparing, and analyzing. Continuous use of initiative, ingenuity, and creativity in identifying member needs, solving member problems and actively crossselling credit union services and products. Continuous memory demands in recalling credit union policies and services, and state and federal regulations. Exposed to potentially hazardous conditions, i.e., robbery. Continuous standing and/or sitting for long periods of time when providing member services or performing other duties related to the position. Occasional lifting up to 50 pounds. Occasional bending, squatting or kneeling to reach supplies on ground level. Occasional reaching above shoulder level to reach supplies overhead. Continuous use of hands in repetitive tasks such as simple grasping, twisting/turning of wrist; finger dexterity to perform various accounting duties such as using a ten-key calculator, typing, and entering data into the computer system. About Matanuska Valley Federal Credit Union Matanuska Valley Federal Credit Union (MVFCU) is your local credit union. We offer more than just a job; we provide a fulfilling career with excellent benefits while serving the community we live in. MVFCU invests in its employees with competitive pay, generous health and wellness benefits, paid time off, and a 401k. Team members enjoy professional development opportunities, tuition reimbursement, and a healthy work-life balance. Our culture emphasizes our local roots, respect, collaboration, and a passion to serve our community. MVFCU is a place where employees feel valued, supported, and proud of the work they do every day.