Member Experience Specialist

Job Description

Job Description

The primary responsibilities of a Member Experience Specialist is to expand member relationships by using consultative behaviors in identifying and meeting members’ needs by effectively cross-selling all Credit Union products and services. Build relationships with our members, engage members, and educate them about Valley First Credit Unions products and services. Build and complete Relationship Builders and 2×2×2 follow-up for all loan requests and new accounts. Provide routine to complex information on Credit Union services or policies. Assist members with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. Contribute to member satisfaction and retention. Maintain branch surroundings that reflect the Credit Union’s commitment to provide a friendly, respectful, courteous and professional business environment for all Credit Union members. This position takes complete ownership of the members needs while meeting credit union standards. Contribute to efficient Credit Union operations by performing duties accurately and in a timely manner.

- Use consultative behaviors and language when assisting members. Complete Relationship Builders on every loan and New Account to deepen the relationship and consistent follow-up with the 2×2×2 process. Prepare, update daily Synapsys, and maintain monthly sales reports, which include loans, Debt Protection (DP), and Guaranteed Asset Protection (GAP). Prepare other reports as requested by Management.

- Provide members with loan applications and any other forms necessary to transact business with the Credit Union. May accept, review and process completed loan applications, interview loan applicants; evaluate background information including credit history, employment history, and debt-to-income ratio of applicant. Determine collateral needs and payment plans for approved loans. Cross-sell payment protection, Guaranteed Asset Protection (GAP), and Debt Protection (DP). Assure that all conditions set for approval have been satisfied, and fund approved loans.

- Open new accounts including: savings, checking, money market, certificates of deposit, business accounts, Individual Retirement Accounts (IRA’s), ESA/Trust/Estate/Rep Payee/UTTMA/Guardianship and Blocked accounts. Assist members with completing direct deposit/transfer forms, fraud and dispute forms. Place member check order/re-order, issue/reissue VISA check and VISA credit cards. Make changes to existing accounts, including name, addresses and other pertinent or confidential information. Provide information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, various interest rates, current dividend rates, locations, office hours and telephone numbers.

- Follow the Credit Union’s written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses. May serve as a Notary Public and will be registered through NMLS.

- Provide exceptional member service including making eye contact, welcoming and greeting members verbally with hand shaking, and demonstrating willingness to help by body language and a friendly tone of voice. Ability to recognize and adapt to traffic flow. Assist members using the Interactive Teller Machine (ITM). Educate members to make them comfortable and competent using the interactive technology. Provide high priority to member satisfaction; act in accordance with Valley First Credit Union’s brand and core values. Act as a leader in sales, product knowledge, member resolution and work ethic. Use consultative behaviors and language when assisting members. Complete Relationship Builders on every loan and New Account to deepen the relationship and consistent follow-up with the 2×2×2 process.

- Perform routine member transactions including: deposits, withdrawals, cash advances, loan payments, transfers and check cashing. Sell money orders and cashier’s checks. Accept requests for stop payments, wire transfers, perform file maintenance on accounts, order debit/credit cards and various other items. Provide members statements and check copies, assist members with statement reconciliation. Provide members with account status information, including current balances and accurate loan pay-offs. Assist members to resolve discrepancies and grievances. Provide accurate accounting of transactions by balancing and preparing daily balance sheet.

Experience, Education & Skills

• 2– 4 years of customer service experience preferrably in the financial services industry or sales role
• Knowledge and proven ability in troubleshooting issues that may arise with digital technologies including websites
• Ability to analyze and make sound decisions
• Employee must be professional, dependable, and flexible
• Excellent communication skills
• Excellent interpersonal skills with members as well as co-workers; team oriented
• Maintain enthusiasm towards job functions and duties
• Maintain thorough knowledge of all Credit Union products and services
• Ability to evaluate each member’s financial situation and cross-sell beneficial products and services
• Support service and sales objectives; meet monthly, quarterly and annual goals as set forth by management
• Employee must possess problem resolution skills
• Maintain knowledge of rules and regulations that govern credit unions including but not limited to, BSA, OFAC and Reg. CC.

Pay Range and Schedule:

• This position is a Tier 6, with a pay rate ranging from $22.00- $27.00 per hour
  • The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience
  • The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto,CA using the greater Central Valley area for our pay range calculations
  • Full Time, typically 36-40 hours per week
• Schedule will be based around branch's hours of operation, which are as follows:
  • Monday to Thursday- 9am to 5pm
  • Friday- 9am to 6pm
  • Flexibility to occasionally work early or late hours, typically with advance notice