MEMBER EXPERIENCE SPECIALIST

Description

The primary purpose of this position is to deliver Legendary Service by projecting a positive image as a Member Experience Specialist for Dover Federal Credit Union by welcoming members and guests in a prompt, courteous, efficient, and professional manner. Perform various clerical and member service duties as assigned.    

Essential Functions

Deliver service, to both internal and external members, in alignment with the credit union’s Service Promises.

• We promise to make it easy to do business with us
• We promise to treat you with respect
• We promise to identify and take ownership of your needs 
• We promise to make a positive difference in your financial life
• We promise to thank you for being a member

Perform all essential functions of the Member Experience Representative I & II positions.

Meets all established sales and service goals, ethically referring appropriate products and services to the membership. 

Possess adequate product knowledge as measured by the annual product knowledge certification assessment.

Provide routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers.

Receive and announce guests and members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.

Answer telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained.

Scan and ensure all critical member related documentation is archived within the imaging system, accurately and in a timely manner.

Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member.

Process membership deposit applications, establish new accounts for eligible members, and ethically cross-sell products and services that best meet the financial needs of the member.

Meet minimum requirements for the position as set forth on the Branch Scorecard.

Perform operational duties as requested by management, covering other branches as requested

Process orders for ATM/debit cards, including Instant Issue, PIN mailers, and check orders.

Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution.

Perform basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/ statements, etc., utilizing appropriate operating systems or programs.

Participate in Financial Literacy/BVS classes as instructed by management, and actively engage with in-branch training and educational classes/sessions.

Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.

Coordinate with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors.

Prepare and communicate external and internal correspondence to members/team members as directed via proper channels.

Ensure all branch files, references, and correspondence are kept up-to-date, in conjunction with the training and marketing departments

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Requirements

Requires completion of high school education, plus appropriate specialized training.

Requires intermediate mathematical skills (calculations and concepts involving percentages, fractions, decimals, etc.).

Requires at least 6 months of related experience (i.e. excellent member service skills, attentiveness, organizational skills, and tact & diplomacy in dealing with guests, members, and team members, etc.)

Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.

Requires basic typing/word processing skills.

Requires compliance with all credit union policies, procedures, and regulations.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.