Member Experience Representative (Botetourt/Vinton)

Are you looking for a job that offers career growth? This may be the position for you! We are looking for a Member Experience Representative to serve members in our Botetourt/Vinton Retail Center Location. We work in a collaborative work environment where we are motivated to redefine what the “member experience” looks like at all levels of the organization. This role will support external member experience by providing financial knowledge and services to members of Member One FCU.

We are dedicated to helping members successfully manage their finances and strengthen the communities we serve. Our goal is to enhance member relationships by providing a knowledgeable team that offers exceptional services.

JOB ACCOUNTABILITY/ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Actively support the Vision and Core Values of the Credit Union to deliver excellent service by demonstrating a positive attitude supporting the desired Credit Union culture.
• Assist members in a friendly, professional manner, demonstrate adaptability and a positive attitude when faced with challenging situations
• Analyze, research, and resolve problems and discrepancies related to members’ financial relationship with Member One by utilizing knowledge and judgment to protect members and the Credit Union from loss as well as maintaining members’ privacy by protecting their personal information.
• Manage time efficiently and take initiative within the retail center; seek opportunities to develop and enhance knowledge and educate current and prospective members about Credit Union products and services
• Have ability to travel to support other centers on an as-needed, temporary basis
• Actively participate in Credit Union initiatives, promotions, and achieve assigned position goals
• Know and understand all Credit Union policies and procedures including following safety and security procedures regarding robbery, emergency situations, and third party access to secure areas; communicate suspicious activity appropriately
• Comply with all federal regulations, Credit Union policies and procedures, fair lending laws and the prohibitions enumerated in the Credit Union’s lending policy

Tier Specific Expectations:

Member Experience Representative Tier I

• Process member transactions and maintain a balanced cash drawer; utilize proper cash handling procedures
• Guide members through complex transactions with confidence, knowledge, creativity, and accuracy
• Establish relationships with members and seek opportunities to educate our members about additional products and services
• Record detailed notes to document member interactions, challenging situations, and transactions
• Review and adhere to all account comments and warnings when performing transactions
• Manage the traffic flow of members with a sense of urgency
• Answer incoming calls to retail center in a timely and professional manner

Member Experience Representative Tier II

• Perform all of the Member Experience Representative Tier I duties and responsibilities
• Process new accounts independently
• Process IRA and special account transactions and applications
• Assist members with complex transaction requests (balancing checkbooks, budgeting, account disputes, fraud, etc.)
• Ask detailed questions to offer solutions that balance member needs with Credit Union risk
• Communicate with members through the onboarding process and actively follow up to discuss member needs
• Process consumer loans independently
• Process and review home equity loan information independently
• Communicate with members from loan application through disbursement
• Handle escalated member concerns and take appropriate action to resolve them
• Perform all of the Member Experience Representative Tier I and Tier II duties and responsibilities
• Process business account openings and applications independently

REQUIRED EDUCATION/EXPERIENCE: (Progressive in Nature by Tier) :

Member Experience Representative Tier I:

High school diploma or equivalent required

Minimum six months job related experience including customer service

Sales experience preferred

Effective communication skills

Interpersonal skills

Analytical skills

Math and general clerical aptitude

Ability to promote Member One’s products and services

Ability to multitask and prioritize

Attention to detail

Ability to comprehend and develop a functional knowledge of Credit Union systems, products, services, and procedures

Reliability and dependability

Conflict resolution skills

Positive attitude and willingness to learn

Aptitude and desire for goal achievement

Willingness to work within a team environment

Ability to understand and apply principles of risk management

Benefits for you:

• Paid Time Off plan, 8 hours of paid volunteer time, YOUnity Day (paid time off to celebrate a holiday that may not fall within the federal holidays)
• Twelve weeks paid maternity leave and paid parental leave
• Up to 12 paid holidays
• 401(k) with 100 percent employer match up to the first six percent
• Tuition reimbursement
• Medical, dental, and vision insurances.
• Company-paid life insurance and short-term/long-term disability plans

Hours: Monday-Friday 7:30-6:00, Saturday 8:30-1:00

AAP/EEO STATEMENT:

Member One Federal Credit Union is an equal opportunity/affirmative action employer and considers all qualified candidates without regard to an applicant’s race, color, religion, sex, national origin, age, disability, marital status, veteran status, genetic information, or based on any other class protected by law.

M/F/Disability/Covered Veteran.