Member Experience Representative

Position Objective

The Member Experience Representative serves as the primary point of contact for members, delivering exceptional service and building strong relationships that support the credit union. This role is responsible for conducting financial transactions, opening and maintaining accounts, identifying member needs, educating members on products and services, and ensuring every interaction creates a positive and memorable experience.

Responsibilities

• Represents the credit union in a courteous, professional, and member-focused manner in all interactions.
• Oversee branch lobby operations by greeting members, assessing their needs, managing member flow, directing members to available tellers or private offices as appropriate, assisting with complex transactions and account openings, and providing personalized service throughout the lobby using an iPad and other branch technology.
• Assists members with complex transactions, sensitive issues, account research, and problem resolution while serving as a knowledgeable resource for member questions.
• Accurately and efficiently opens new memberships, checking accounts, IRAs, certificate accounts, and other deposit products in accordance with Hershey FCU policies and procedures.
• Processes account changes, maintenance requests, and account closures accurately and efficiently.
• Provides accurate information regarding member accounts, Hershey FCU products and services, alternative investment options, and credit union policies.
• Identifies member needs through meaningful conversations, recommends appropriate products and services, and refers members to the appropriate employee or department when specialized assistance is needed.
• Actively seeks solutions to member concerns in a professional and diplomatic manner and escalates issues when appropriate.
• Maintains a comprehensive and current knowledge of all Hershey FCU products, services, policies, procedures, and applicable regulations.
• Provides personalized support with online banking, mobile banking, debit cards, electronic payments, and other digital banking solutions.
• Assists with opening and closing duties in accordance with procedures.
• Assists members with account reconciliation and research account discrepancies as needed.
• Prevents controllable losses by adhering to all security, compliance, fraud prevention, and risk management policies and procedures.
• Maintains a high level of confidentiality regarding member and credit union information.
• Collaborate with team members to deliver an exceptional member experience and support overall branch operations.
• Approves transactions within established authority limits.
• Completes all required compliance, regulatory, and job-related training.
• Travels to other branch locations as needed.
• Performs other duties and special projects assigned.
• Adheres to all policies and procedures described in the Employee Handbook.

Pay: $19.00 - $23.00 per hour

Work Location: In person

Salary : $19 - $23