MEMBER EXPERIENCE SPECIALIST

Member Experience Specialist

The primary purpose of this position is to deliver exceptional service by projecting a positive image as a Member Experience Specialist for Dover Federal Credit Union by welcoming members and guests in a prompt, courteous, efficient, and professional manner. Perform various clerical and member service duties as assigned.

Essential Functions

• Meets all established sales and service goals, ethically referring appropriate products and services to the membership.
• Meets minimum requirements for the position as set forth on the Branch Scorecard.
• Possess adequate product knowledge.
• Provide routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers.
• Provide members with account status, including current balances & loan payoffs.
• Perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing, Check 21, and negotiable instruments, while performing proper CIP procedures, CDD/EDD, maintaining the highest level of confidentiality with all information obtained.
• Perform basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/statements, etc., utilizing appropriate operating systems or programs.
• Receive and check in members or potential members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.
• Answer telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained.
• Provide members with the forms necessary to transact business and proper receipts for payments.
• Examine checks for endorsements, negotiability, and potential fraud.
• Participate in Financial Literacy, BVS, and Wednesday training as instructed by management.
• Perform proper cash handling techniques, including but not limited to, hand-counting currency for accuracy, conducting ECR deposits and withdrawals, and buying and selling vault currency.
• Maintain designated cash drawer levels, and balance cash drawer according to branch settlement procedures.
• Complete Currency Transaction Reports and Suspicious Activity Reports.
• Scan and ensure all critical member-related documentation is archived within an appropriate system, accurately and in a timely manner.
• Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member.
• Process membership deposit applications, establish new accounts for eligible members, and ethically cross-sell products and services that best meet the financial needs of the member.
• Provide Notary service
• Perform operational duties as requested by management, covering other branches as requested
• Process orders for ATM/debit cards, including Instant Issue, PIN mailers, and check orders.
• Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution.
• Perform basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/ statements, etc., utilizing appropriate operating systems or programs.
• Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.
• Coordinate with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors.
• Prepare and communicate external and internal correspondence to members/team members as directed via proper channels.
• Ensure all branch files, references, and correspondence are kept up-to-date, in conjunction with the training and marketing departments
• Participate in marketing/community events and branch-related activities to increase member experience and culture.
• Assist with opening and closing of the branch when needed. Team members will receive training in how to properly clear the building.
• Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
• Any other duties as assigned.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Job Specifications

• Requires completion of high school education, plus appropriate specialized training.
• Requires intermediate mathematical skills (calculations and concepts involving percentages, fractions, decimals, etc.).
• Requires at least 6 months of related experience (i.e. excellent member service skills, attentiveness, organizational skills, and tact & diplomacy in dealing with guests, members, and team members, etc.)
• Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.
• Requires basic typing/word processing skills.
• Requires compliance with all credit union policies, procedures, and regulations.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process. AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate's qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.

Dover Federal Credit Union