POSITION: Member Experience Representative
DEPARTMENT: Retail Operations
SALARY GRADE: 6 REPORTS TO: Retail Center Leader
FLSA: Non-Exempt DATE: 6/2022
JOB SUMMARY: The Member Experience Representative provides a complete Member service experience. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members while adhering to established security safeguards, identification measures, and all credit union policies and procedures.
This position is a role that is progressive in nature when it comes to skill development and training requirements. Typical transition time between all tiers is one year and is subject to review.
Ultimately, the Member Experience Representative will perform all retail services including transactions, opening and maintaining share accounts, processing and servicing loans including consumer loans and home equities, and processing and servicing business share accounts.
JOB ACCOUNTABILITY/ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tier Specific Expectations:
Member Experience Representative Tier I
Member Experience Representative Tier II
Member Experience Representative Tier III
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
Member Experience Representative Tier II:
Knowledge, skills, and abilities of the Member Experience Representative Tier I
Ability to demonstrate product and service knowledge to peers
Demonstrate a functional knowledge of Credit Union systems, products, services, and procedures
Knowledge, understanding, and interruption of new account reports and gathering appropriate information for account opening
Proven advanced analytical skills in dealing with member concerns
Ability to share products and service knowledge with teams
Skills in gathering information for loan and new account applications according to Credit Union policy and guidelines, and state and federal regulations
Possess an advanced knowledge of Credit Union systems, products, services, and procedures
Expert knowledge of credit reports and information gathering for loans
Member Experience Representative Tier III:
Knowledge, skills, and abilities of the Member Experience Representative Tier I and Tier II
Process business account openings and applications independently
PHYSICAL DEMANDS:
This position may require stooping, bending, squatting and reaching, as well as the ability to sit or stand for prolonged periods of time. From time to time, may be asked to handle, move, and/or carry large boxes of supplies/files weighing up to 35 pounds.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties ore responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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.
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