Member Contact Specialist

United Credit Union

Role:

To assist members and potential members, via various in-person and electronic service channels, with their credit union needs directly and through other Member Contact Specialists. Provides increased expertise with respect to more complex credit union services such as IRAs, certificates of deposit, electronic funds transfer, home banking, etc.; explains services, sets up new accounts, responds to problems and direct members to appropriate staff. Provide a variety of transaction services to members including loan processing, advanced loan approval authority, closing and disbursal.

Essential Functions & Responsibilities:

• Assist members with opening and closing accounts in-person and electronically, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Identifies cross-sell opportunities and cross-sells services to members.
• Maintain member account information and ensure records are maintained and required reports are prepared.
• Acts as liaison between members and various departments.
• Performs other job related duties as assigned.

Performance Measurements:

1. Provide informed, prompt, and accurate service to all members and associates by greeting and waiting on members in lobby within X minutes, answering the telephone within X rings, and responding to messages or correspondence within X hours.

2. Open all accounts, certificates of deposit, and other Credit Union products or services in accordance with federal regulations, ensuring all related forms and documents are completed and filed/scanned in a timely manner.

3. Carry out assigned duties and responsibilities with minimal errors according to established branch standards.

4. Actively cross-sell products and services to members to achieve or exceed X% of all established individual and branch sales goals.

5. Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.

6. Ensure compliance with all applicable Credit Union policies, procedures, and regulations.

7. Maintain a professional work environment and businesslike appearance.

Knowledge and Skills:
Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Working knowledge of principles and processes for providing member and personal services. Actively looks for ways to help people. Communicates information and ideas in speaking so others will understand. Working knowledge of related computer systems and applications.

Physical Requirements - 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 regularly required to sit, use hands to finger, handle or feel and to talk and to hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk, climb, balance, and drive.

Work Environment - This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.

Job Type: Full-time

Pay: $18.75 - $27.24 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $19 - $27