Member Experience Representative

Job Description

Job Description

Are you passionate about exceptional member service and making a positive impact in your community? At Peninsula Federal Credit Union, we are more than just a financial institution - we are a team dedicated to living our mission: "To be the trusted financial partner within our communities." We invest in our employees through training, empowering them to help members with great products and services every day. If you are looking for a meaningful career where your work truly matters, we would love to meet you!

What We Offer:

• A positive, member-focused work environment
• Training and development opportunities
• Competitive compensation and benefits
• The chance to make a meaningful impact every day

What We Are Looking For:

• Effective communication and interpersonal skills
• A commitment to excellent member service
• A team-oriented mindset
• Previous customer service or financial experience is a plus

Summary

A Member Experience Representative builds strong member relationships by providing professional, courteous service and support. This role assists with account openings and maintenance, certificates, IRAs, money market accounts, instant issue plastics, member questions, account issues, loan applications, and product referrals while actively promoting Credit Union products and services.

Essential Functions and Responsibilities

• Assists members with financial needs promptly, positively, and professionally. Opens and closes accounts, including special shares, certificates, IRAs, HSAs, and money market accounts. Issues instant-issue cards and assists members with PIN selection. Troubleshoots and resolves member and internal inquiries or concerns, serving as a liaison between members and other departments. Takes initial loan applications for Consumer Loan Originators and signs loan documents with members.
• Maintains member account information on computer system. Ensure compliance with all credit union policies and procedures.
• Identifies cross-selling opportunities and cross-sells products and services to members
• Assist with sharing knowledge to new employees in the department

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 - Must be accurate with numbers, managing files and records, and other loan office procedures and terminology. Ability to operate general office equipment, such as computers, calculators, copiers, scanners, and computer keyboarding skills. Has a general understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information. Must have good communication skills.

Physical Requirements - Sedentary work, must be able to sit for long periods of time in a day, possess hand, wrist, and finger dexterity to use keyboard, phone, and calculator in a repetitive manner, and the ability to view a computer monitor throughout your scheduled time.

Work environment Must be available to work from 7:30 a.m. to 7:30 p.m. Monday – Friday and Saturday. May be required to work at other branches and have the ability to travel to and from those branches.

**Peninsula Federal Credit Union is an Equal Opportunity Employer**