Universal Member Experience Representative

Job Description

Job Description

REPORT TO: BRANCH MANAGER

Purpose

Serve as a liaison between the members and the credit union. Provide account information as well as information on the credit union products and services. Process teller transactions. Open accounts for members, resolve issues and professionally manage the member's daily needs. Cross sell or cross help the members by actively marketing the Credit Union's products, services, and promotions.

Requirements:

• Knowledge of Credit Union Banking/Services Required
• High school graduate or GED
• Knowledge of products and services preferred.
• Computer literacy required.
• Notary Public required within 180 days of hire.

Duties and Responsibilities

• Greet and welcome members to the credit union in a professional manner. Efficiently provide prompt and accurate service. Promote credit union products and services based on member needs. Inform members of deals and promotions. Proficient in system navigation.
• Respond to members' requests, problems, and complaints. Management may need to assist. Resolve member complaints via phone, email, or mail.
• Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership. Assist with placement of orders of products. Ex: debit cards, checks etc. Proficiency in Quality Control.
• Manage requests from members for transfers of shares to loan payments, share withdrawals, check requests, cd transactions, line of credit advances and any other requests received from members.
• Use telephone to reach out to members and verify account information, greet members warmly and ascertain problem or reason for calling.  Follow up within 2 weeks to ensure members receive checks, debit cards and are able to access electronic services.
• Cancel or upgrade accounts. Attempt to persuade members to reconsider cancellation of accounts.
• Suggest solutions when a product malfunctions.
• Utilize computer technology to handle high call volumes.
• Work with Branch Manager to ensure proper member service is being delivered. Manage changes in policies or renewals.
• Support Credit Union mission on Volunteer and Community Activities. Job Description: Universal Member Rep I 08/2021
• Adherence to all Internal/External regulatory policies, procedures, and regulations.

Loan Origination

• Identify all lending opportunities when pulling credit reports.
• Take and enter loan application, present for loan officer approval, prepare loan closing documents, and close loan in accordance with all regulations and policies.
• Submit Home Equity Applications to the Home Equity –MSR and facilitate closing.
• Member follow up within two weeks by phone, all conversations to be noted on accounts.
• Proficiency in Quality Control
• Proficient in calculating Proof of Income (POI)

Teller Responsibilities

• Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine Share drafts/checks for proper endorsement and enter deposits into computer records. Cash share drafts/checks and process withdrawals; ensure proper identification is made. For all members and shared branch members. Receive mortgage, consumer loan and other payments and ensure the payment matches balances due. Enter payments properly into the computer. Place appropriate holds on accounts.
• Balance cash drawer at the end of the shift and compare totaled amounts to computer-generated proof sheet. Research and resolve discrepancies. Report any discrepancies to the supervisor, as necessary.
• Must have comprehensive knowledge of all credit union products and services and all related Credit Union policies and procedures as well as comply with all State and Federal Regulations.
• Confidentiality: Ensure member information is secure
• Perform other duties as assigned by management.
• Notary Public required within 180 days of hire.
• Existing employees in this role have 90 days to obtain a license.
• Confidentiality: Ensure member information is secure
• Perform other duties as assigned by management