Member Experience Officer (Personal Banker)

Member Experience Officer

The Member Experience Officer is a specialized, consultative position within Belcos Branch Network, designed to drive growth and support branch operations. This role plays a key part in assisting and backing up the Assistant Branch Manager (ABM) with training, mentoring, and operational oversight. The Officer is responsible for delivering high-quality, in-branch member service interactions, providing educational guidance on Belcos products and services, and offering tailored solutions to meet individual member needs. In addition, the Officer performs a wide range of specialized account and loan servicing functions and leads referral activities, while upholding Belcos Quality, Service, and Brand Standards.

As a trusted and visible representative of the credit union, the Member Experience Officer must demonstrate professionalism, confidence, and strong leadership. This role works closely alongside the Assistant Branch Manager and is positioned for continued career advancement within the organization.

Essential Functions:

1. Enthusiastically leads by example and drives the sales and service culture.
2. Must believe in the Belco Life and actively live the brand to enhance member experiences.
3. Provide efficient, prompt and accurate service in handling and processing member financial and service requests.
4. Manage the member experience by escorting members through appropriate delivery channels, such as home banking mobile deposit, online applications, and Interactive Teller Machines (ITMs).
5. Lead branch call efforts by reviewing, updating and calling member/prospect lists regularly
6. Responsible for maintaining current and accurate records of sales tracking results, via Synapsys and Lobby Tracker.
7. A robust and versatile understanding of the credit union products and services and the members current relationship is necessary, in order to offer the member proper financial solutions.
8. Leverages advanced consultative sales techniques to conduct in-depth needs assessments, identifying opportunities to offer tailored product and service solutions that strengthen the members overall financial portfolio and support long-term financial wellness.
9. Expertly prepares and processes new member account and loan applications across all product types, ensuring accuracy, compliance, and a seamless onboarding experience that aligns with regulatory requirements and organizational standards.
10. Provides strategic backup support to the Assistant Manager in training, staff development, and branch operations, ensuring continuity in leadership, adherence to service standards, and the effective execution of daily operational responsibilities.
11. Must be able to effectively handle cash, including large amounts, and maintain accurate and precise transactional records.
12. Assists members through the loan process to include inputting, communicating decisions, and settlement of loan applications, in addition to educating them on methods in which they can apply or settle in the future.
13. High level of conflict resolution to promptly handle member concerns without escalation.
14. Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
15. Aids the Assistant Manager with directing and controlling the operational activities, including but not limited to: performing branch settlement, balancing of checks, vault cash, card stock, and daily balancing, etc.
16. Maintain current knowledge and adherence of Federal and State compliance laws and regulations, along with Belcos policies, procedures, safety standards. Must maintain member and employee confidentiality.
17. Embody Belcos mission, vision, and actively supports the Brand Belco Life, within each and every interaction. Constantly look for ways to improve processes that will improve the members and/or team experience and communicate those ideas to Branch Management.
18. Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills.
19. Participates in community and professional events.
20. Represents the credit union to its members and the public in a courteous, professional, and confident manner at all times.
21. Live the Belco vision, mission, brand, and behavioral expectations at all times.
22. All other duties as requested by the Member Experience Assistant Manager or Manager.

Competencies

• Functional Skills: Products/Service Knowledge, Selling Skills, Dependability
• Operating Skills: Quality Of Work, Communication, Solving Problems
• Relationship Skills: Member Focus, Teamwork
• Behavioral Expectations

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets, and fax machines.

Physical Demands:

This role requires a significant amount of standing (up to 75% of the workshift) and moving about the branch for majority of the day. Outdoor duties may be required throughout all seasons of the year while assisting members in the drive thru lanes. The ability to lift up to 25 lbs is also required.

Travel:

This position would could require periodic travel to other branches in our seven county footprint.

Minimum Required Education and Experience:

High School Diploma with a minimum of 2 years of prior financial experience in a consultative, member-facing role is required. Ideal candidates will have a background in enhancing member education, supporting financial growth, and promoting overall financial well-being. Experience should include performing account maintenance, opening new products and services including loans and delivering personalized financial solutions that align with members needs. The MEO certification program curriculum must be completed and passed within 12 months of position acceptance. If the certification is not successfully achieved, the employee may be removed from this role and be placed as a Member Experience Representative.

Preferred Education and Experience:

Higher education with 2 years experience It is preferred that the MEO Certification curriculum be successfully passed within 12 months of position acceptance. Broad knowledge of credit union functions and in-depth knowledge of member compliance, banking regulations, financial technology, lending processes, and member service.

Disclaimer:

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belcos Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.

Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.