Position Title:Member Experience Officer

Department: Retail Operations

Supervisor's Title: Member Experience Manager/Assistant Manager

Classification: Non-Exempt

Full Salary Range: $21.37 - $26.71 - $32.05

Starting Salary Range:$21.37 - $26.71

Benefit Highlights:

- Competitive compensation!

- Medical, Dental, and Vision Insurance!

- 401K with up to 4% company match!

- Holiday Pay starting at day 1!

- Paid Vacation Time! 

- Medical Benefits starting at your 31st day of employment! 

- Pension Plan! 

And many more!

Summary:

The Member Experience Officer (MEO) is a consultative position within Belco’s Branch Network. This officer is responsible for lobby management, in-branch member service interactions, performs a wide range of sales/transactional duties to serve Belco’s membership, and upholding quality, service, and brand standards. The Member Experience Officer works to achieve growth and relationship goals in the areas of deposit/loan growth, business relationship growth, and consumer relationship growth. The Member Experience Officer also maintains current knowledge of competitor products, services, and current promotions. 

Essential Functions:

1. Enthusiastically leads by example and supports the sales and service culture.
2. Must believe in the Belco Life and actively live the brand to enhance member experiences.
3. Provide efficient, prompt and accurate service in handling and processing member financial and service requests.
4. Manage the member experience by escorting members through appropriate delivery channels, such as home banking mobile deposit, online applications, and Interactive Teller Machines (ITMs). 
5. Assists in branch call efforts by reviewing, updating and calling member/prospect lists regularly.
6. Responsible for maintaining current and accurate records of sales tracking results, via Synapsys and Lobby Tracker. 
7. A broad and solid understanding of the credit union products and services and the member’s current relationship is necessary, in order to offer the member proper financial solutions.
8. Through a consultative sales approach, evaluates needs of potential members and offers appropriate products and services to enhance member’s financial portfolio.
9. Assists members with preparing and compiling new member application and information to open any and all account types.
10. Must be able to effectively handle cash, including large amounts, and maintain accurate and precise transactional records.
11. Assists members through the loan process to include inputting, communicating decisions, and settlement of loan applications, in addition to educating them on methods in which they can apply or settle in the future.
12. High level of conflict resolution to promptly handle member concerns without escalation.
13. Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
14. Aids the Assistant Manager with directing and controlling the operational activities, including but not limited to: performing branch settlement, balancing of checks, vault cash, card stock, and daily balancing, etc.
15. Maintain current knowledge and adherence of Federal and State compliance laws and regulations, along with Belco’s policies, procedures, safety standards. Must maintain member and employee confidentiality.
16. Embody Belco’s mission, vision, and actively supports the Brand “Belco Life”, within each and every interaction. Constantly look for ways to improve processes that will improve the member’s and/or team experience and communicate those ideas to Branch Management.
17. Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills.
18. Participates in community and professional events. 
19. Represents the credit union to its members and the public in a courteous, professional, and confident manner at all times.
20. All other duties as requested by the Member Experience Assistant Manager or Manager.

Competencies:

• Functional Skills: Products/Service Knowledge, Selling Skills, Dependability
• Operating Skills: Quality Of Work, Communication, Solving Problems
• Relationship Skills: Member Focus, Teamwork
• Behavorial Expectations

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

This role requires a significant amount of standing (up to 75% of the work shift) and moving about the branch for majority of the day. Outdoor duties may be required throughout all seasons of the year while assisting members in the drive thru lanes. The ability to lift up to 25 lbs is also required. 

Travel: 

This position could require periodic travel to other branches in our seven-county footprint.

Minimum Required Education and Experience:

High School Diploma with a minimum of 2 years of similar or related experience, including time spent in a preparatory position. In order to remain in this role, an employee must go through the MEO certification program and pass the curriculum within 6 months of position acceptance. If the certification is not achieved, the employee will be removed from this role and be placed as a Member Experience Representative. You must complete and pass the prescribed online Learning Management System courses assigned for this position within two years after position acceptance and before consideration for promotion. Additional education/training requirements may be requested as new courses become available. Certain courses may be waived based on prior experience.

Preferred Education and Experience:

Higher education, and more than 2 years of experience working in member service, lending, or call center department within a financial institution. Broad knowledge of credit union functions and in-depth knowledge of member compliance, banking regulations, financial technology, lending processes, and member service.

Disclaimer:

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belco’s Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.

Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.