Member Experience Specialist

Job Details Level: Entry Job Location: Ballwin Town & Country - Ballwin, MO 63011 Position Type: Full Time Education Level: High School Salary Range: $18.00 Hourly Travel Percentage: None Job Shift: Day Job Category: Banking Responsibilities Proactively and successfully meet individual performance goals while contributing to branch and credit union goal. Leverage member engagement strategies to build meaningful relationships, identify needs, and deliver personalized solutions. Actively support membership growth through referrals and community-based business development. Recommend and refer cross‑sell opportunities to enhance member value and loyalty. Create a welcoming and engaging environment by warmly greeting all individuals upon arrival and expressing appreciation as they depart. Use these interactions as opportunities to build rapport, reinforce our brand promise, and identify potential member needs. Ensure public areas reflect our brand image and are consistently stocked and maintained to support a positive member experience. Support members with a wide range of account and loan inquiries, including but not limited to completing fraud forms, processing wire transfers, issuing instant cards, and closing accounts. Ensure efficient and accurate service to maintain smooth branch operations and a positive member experience. Assign new loan applications, deposit applications and member referrals to appropriate team members, ensuring timely and effective follow‑up. Develop and implement personalized onboarding action plans to support new members in their financial journey. Responsible for performing cash advances, bond cashing, coin machine usage and transactions, and PTM related issues as the primary point of contact. Utilize the cash recycler to meet member needs and perform routine member transactions as needed. Assist with completing systems testing as required. Complete daily and monthly tasks such as the branch inspection log, vault balancing, end of day branch balancing, instant issue balancing, alarm testing and branch audits. Order monthly branch supplies to ensure adequate inventory of materials and resources within budget guidelines. Coordinate branch scheduling, including appointment setting, walk‑in member flow and staff coverage for lunches, vacations and PTO. Maintain and update the branch calendar to ensure optimal staffing and seamless daily operations. Utilize an appointment scheduling tool to streamline scheduling processes and support leadership with calendar management, enhancing team efficiency and the overall member experience. Assist branch management with opening and closing the building, ensuring the secure and timely opening and closing of the branch/building, following established procedures to maintain safety and operational readiness. Perform daily security checks and secure all access points at the end of the day. Comply with credit union policies and government regulations by securely maintaining member information and records, coordinating efforts with audit, retail operations, compliance, credit resolutions, centralized lending and quality assurance. Always maintain confidentiality. Performs other tasks as assigned. Qualifications Possesses ability for independent thinking that allows for identification of problems and corresponding solutions. Develops and executes action plans where needed. Possesses a thorough knowledge of credit union operations, including loan and deposit products and departmental operations. Keeps current with industry trends and changes in regulations. Sensitive to the credit union philosophy, understands the difference between a credit union and a bank, and works with members based on their individual needs. Skills Time Management – Ability to process a large volume of work while maintaining member service standards, organize work, plan activities, prioritize tasks and meet deadlines. Interpersonal Skills – Interacts professionally and positively with others, cultivates positive relationships, uses tact and diplomacy in difficult situations. Accuracy – Performs tasks correctly and efficiently, keeps teller drawer and vault within balance, strong attention to detail. Communication – Expresses self honestly, positively and professionally in both oral and written communication. Dependability – Possesses strong sense of ownership and responsibility for branch operations, displays integrity and high moral responsibility. Technical – Displays solid analytical ability, is direct in asking discerning questions, strong understanding of the various programs/software used in the position. Education and Experience Incumbent should possess at least one year of experience in a sales or service position. At least one year of experience in a financial institution is preferred. Some college education is desirable. Attendance of credit union industry seminars, workshops and conventions may be required. Ongoing professional development is expected. Physical Requirements Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time. Occasional travel or moving from one office location to another or from one department to another at the headquarters building. Occasional lifting, moving or adjusting objects up to 20 pounds. Constant communication with others through various channels including verbal, email and chat, which may require consistent use of a keyboard and mouse or another electronic device. Work will be in a commercially reasonable temperature‑controlled environment. Occasional temporary exterior site review which could be in outdoor elements of wind, rain or snow. #J-18808-Ljbffr Vantage Credit Union