Part Time Schedule: Branch Located at Ben White and Congress, Shift can change depending on staffing and volume = approximately 8 hours per day between the hours of 7:45am – 6:15 pm, Monday – Friday with 1 hour lunch break, unless arrangements have been made; Rotating Saturday from 8:45 am – 2:15 pm. Usually 30 hours per week. Willing to work with employees on scheduling. 

 JOB SUMMARY: 

As a Member Experience Specialist, you help create the highest level of member service by building lasting relationships with Credit Union members, and co-workers through an environment of Courtesy and Respect and helping each other succeed. This position’s core responsibilities include serving our members with excellence and delivering great member value, as well as accurately and efficiently processing various financial transactions; asking for business and acquiring new members through account servicing; promotes products and services to meet members’ needs; and achieves sales and referral goals. Profitable growth with a culture of KAIZEN is required. A Member Experience Specialist must be active in branch success, including sales success, accountability, detail orientation, problem solving, effective communication, teamwork, and initiative. 

ESSENTIAL FUNCTIONS: 

• Routinely performs with a high degree of accuracy when processing a variety of financial transactions for members in a prompt, efficient manner in accordance with Credit Union and regulatory compliance guidelines to include, but not limited to, deposits; withdrawals; transfers; check cashing; loan payments; cash advances; and gift, travel, reloadable card purchases.

• Maintains a satisfactory balancing record by ensuring a balanced teller drawer and exercising necessary due diligence to prevent monetary losses and errors.

• Identifies and prevents fraudulent transactions by routinely reading for fraud alerts; reviewing and inspecting each check, money order, draft, and other negotiable instruments; verifying member identity and signature; reviewing the member's account history for suspicious activity and comments; and placing the appropriate hold on checks to avoid non-sufficient funds and/or return checks.

• Opens and maintenances accounts to include share, checking, money markets, or business accounts, certificate of deposits, IRA’s, and safe deposit boxes. Adheres to account opening guidelines by collecting required documents and completing all required forms correctly to ensure accuracy and a great member experience.

• Provides member service support by responding to member questions and/or account inquires by providing courteous, prompt, and accurate account information to include effectively resolving member complaints or issues; directing the members to the appropriate person; or referring escalated matters along with recommendations to the to appropriate department manager.

• Assist and Educate members on how to submit loan applications via kiosk or tablets, conducts loan closings, help gather required documents for loan processing, and provides disbursement support for automobile, credit card balance transfers, home equity and personal loans.

• Recognizes the value of extraordinary customer service by educating members on our products and services which include guiding members to use digital services and remote delivery options. Must be tech savvy using tools such as tablets, barcode scanners, smart phones, laptops, and kiosk stands.

• Continuous review of processes for the most efficient and innovative ways to serve our members with excellence and delivering great member value. Question everything we do to make it better.

• Participates in business development activities to generate additional business to include, but not limited to, making outbound calls, attending Capitol CU events, conducting financial literacy presentations, or attending community events.

• Compliance: a. Responsible for knowing and complying with all Credit Union policies and procedures that apply to the position b. Responsible for knowing and complying with all Federal Regulations that apply to the position, including, but not limited to: Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)

• Open and honest communication with Grace and Forgiveness for each other. 

• Other duties as assigned. 

EDUCATION: 

High school diploma or equivalent, required.

EXPERIENCE: 

• 1-2 years financial institution experience or retail sales and/or customer service experience, preferred.

SKILLS/ KNOWLEDGE: 

• Knowledge of various financial transactions, negotiable instruments, and deposit products and policies. Intermediate knowledge in various loan products and ancillary products. 

• Strong knowledge of the Credit Union’s online, mobile and Internet banking solutions products, process, and policies. 

• Proficient knowledge of applicable Federal regulations including BSA/AML, Customer Due Diligence, Regulation E., Regulation CC. 

• Proficient mathematical skills to include accurately count money, add, subtract, multiply, divide, and intermediate knowledge of reconciling draft accounts.

• Strong computer knowledge and keyboard skills, which include MS office 365 applications, ten-key number pad and exposure to Symitar, Meridian Link and Synapsys.

• Skilled in interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts. 

• Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships. 

• Must have the ability to work independently and in a teamwork environment. 

• Must have strong desire to work with members in a face-to-face environment while providing excellent member service daily. 

• Strong detail orientation and ability to maintain accuracy in processing transactions and detecting discrepancies. 

• Demonstrate the ability to recognize opportunities to cross sell products and services to existing members and prospects.

PHYSCIAL ACTIVITES: 

• Ability to sit or stand for 4-8 hours within a given day while conducting member transactions. 

• Constantly uses fingers and hands when operating a computer and other office machinery, such as a ten-key number pad or calculator, copy machine and computer printer. 

• Ability to hear average or normal conversations and receive ordinary information through verbal communications. 

• Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.

• Lifts, transfers, or moves up to 50 lbs. of coins, teller drawers, equipment, supplies, or other material daily. 

• Occasionally moves about, push/pull, climb, stoop, kneel and/or ascend/descend stairs to gather or deliver documents, coin bags, or cash drawers; access or troubleshoot office machinery (copy machine, computer printer); meetings with co-workers; and/or perform related duties. 

• Occasional travel to attend Credit Union events or trainings and other business development activities.

WORKING CONDITIONS: 

Consumer finance atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

CONCEPTUAL INTELLECTUAL ACTIVITES AND OTHER REQUIREMENTS: 

• Frequently conveys detailed or important instructions or ideas accurately, clearly, and/or quickly. 

• Understand, remember, follow, and exchange basic instruction, information, and guidelines. 

• Technology savvy with the ability to learn new software quickly. 

• Projects a courteous, professional, and positive demeanor with team members and members while providing prompt, efficient and accurate service to both internal and external members. 

• Organize thoughts and ideas into understandable terminology. 

• Ability to apply common sense and reasoning and decision making to carry out detailed, involved financial transactions and to resolve problems involving several variables. 

• Adheres to Capitol Credit Union Employee Handbook Policies and holds him/herself and other employees accountable. 

• Willingness to participate in training and development opportunities to improve job knowledge of Credit Union policies, procedures, and services and annual regulatory refresher courses. 

• Available to work Monday through Friday and Saturdays as required. 

• Flexibility and adaptability to sudden or required schedule changes to better serve the membership.