Member Experience Specialist

Job description

JOB FUNCTIONS

Proactively and successfully meet individual performance goals while contributing to branch and credit union goal. Leverage member engagement strategies to build meaningful relationships, identify needs, and deliver personalized solutions. Actively support membership growth through referrals and community-based business development. Recommend and refer cross-sell opportunities to enhance member value and loyalty. Create a welcoming and engaging environment by warmly greeting all individuals upon arrival and expressing appreciation as they depart. Use these interactions as opportunities to build rapport, reinforce our brand promise, and identify potential member needs. Ensure public areas reflect our brand image and are consistently stocked and maintained to support a positive member experience. Support members with a wide range of account and loan inquiries, including but not limited to completing fraud forms, processing wire transfers, issuing instant cards, and closing accounts. Ensure efficient and accurate service to maintain smooth branch operations and a positive member experience. Assign new loan applications, deposit applications, and member referrals to appropriate team members, ensuring timely and effective follow-up. Develop and implement personalized onboarding action plans to support new members in their financial journey Responsible for performing cash advances, bond cashing, coin machine usage and transactions, and PTM related issues as the primary point of contact. Utilize the cash recycler to meet member needs and perform routine member transactions as needed. Assist with completing systems testing as required Complete daily and monthly tasks such as the branch inspection log, vault balancing, end of day branch balancing, instant issue balancing, alarm testing, branch audits. Order monthly branch supplies to ensure adequate inventory of materials and resources within budget guidelines. Coordinate branch scheduling, including appointment setting, walk-in member flow, and staff coverage for lunches, vacations, and PTO. Maintain and update the branch calendar to ensure optimal staffing and seamless daily operations. Utilize an appointment scheduling tool to streamline scheduling processes and support leadership with calendar management, enhancing team efficiency and the overall member experience. Assist branch management with opening and closing the building, ensuring the secure and timely opening and closing of the branch/building, following established procedures to maintain safety and operational readiness. Perform daily security checks and secure all access points at the end of the day. Comply with credit union policies and government regulations by securely maintaining member information and records, coordinating efforts with audit, retail operations, compliance, credit resolutions, centralized lending, and quality assurance. Always maintain confidentiality. Performs other tasks as assigned.

KNOWLEDGE

Possesses ability for independent thinking that allows for identification of problems and corresponding solutions. Develops and executes action plans where needed. Possesses a thorough knowledge of credit union operations, including loan and deposit products and departmental operations. Keeps current with industry trends and changes in regulations. Sensitive to the credit union philosophy, understands the difference between a credit union and a bank, and works with members based on their individual needs. SKILLS Time Management

• Has the ability to process a large volume of work while maintaining member service standards. Possesses good ability to organize work, plan activities, prioritize tasks and meet deadlines/standards for work assigned. Must be flexible and have a strong ability to adapt to changing situations. Interpersonal Skills
• Interacts professionally and positively with others, cultivating positive relationships that further the goals of the credit union and meet member needs.

Uses tact and diplomacy in difficult situations, approaching conflicts from a positive angle and striving to find a win-win solution by using sound negotiating skills. Works well with other team members to achieve group cohesiveness and objectives. Accuracy

• Performs tasks correctly and efficiently. Keeps teller drawer and vault within balance. Has strong attention to detail. Communication
• Expresses self honestly, positively, and professionally in both oral and written communication. Speaks correctly and uses correct grammar and spelling in all communications. Dependability
• Possesses strong sense of ownership and responsibility for branch's operations. Displays integrity and high moral responsibility. Technical
• Displays a solid analytical ability, with the ability to be direct and ask discerning questions.

Has a strong understanding of the various programs/software used in their position.

EDUCATION AND EXPERIENCE

Incumbent should possess at least one year of experience in a sales or service position. At least one year of experience in a financial institution is preferred. Some college education is desirable. Attendance of credit union industry seminars, workshops and conventions may be required. Ongoing professional development is expected.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions: Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time. Occasional travel or moving from one office location to another or from one department to another at the headquarters building. Occasional lifting, moving, or adjusting objects up to 20 pounds. Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device. Work will be in a commercially reasonable temperature-controlled environment. Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow. Keywords credit-and-collections credit-unions business-development training-and-development cross-selling environment-health-and-safety-hsse ecology-environment wire-transfer maintenance-repair-and-operations-mro onboarding digital-token testing-and-analysis vaults audits cabinet-construction-materials-hardware youth-organizations-resources paid-time-off staffing appointment-scheduling appointment-management streamline policies-and-practices laws-and-regulations compliance centralize-vs-de-centralize quality-assurance time-and-attendance time-management objectives-and-key-results oral-and-maxillofacial education-training colleges-universities seminars-and-educational-programs professional-development command-center paycom